Parts Customer Service Representative

Company Summary

80 years and countless innovations later, JCB is the world’s largest privately‑owned manufacturer of construction and agricultural equipment. At 23 plants spanning four continents – and countries including the United States, the United Kingdom, India and Brazil – JCB manufactures a range of more than 300 products including telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough‑terrain forklifts, and tractors.

JCB people are at the heart of our business and as a family‑owned business we answer to our customers, not a group of shareholders. That freedom allows us to concentrate on developing the latest technologies and incorporating them into our equipment. We focus on what our customer needs on the jobsite – a machine that holds up in the toughest environment and increases their productivity.

This position is the primary point of contact for dealers and Direct Sales customers to raise parts issues, place orders, make order status inquiries and process parts claims.

Full Time, Non‑Exempt

• Handles dealer or Direct Sales customer parts inquiries in a timely and professional manner
• Demonstrates active listening skills to ensure that internal and external customers’ issues are understood and addressed
• Expedites dealer back‑order requirements with WPC Operations
• Communicates with the World Parts Center via Techweb, email and telephone to identify part availability, delivery status of back‑ordered parts, and other part issues
• Identifies all options available to improve the delivery of back‑ordered parts
• Provides expedited service for critical, machine‑down situations up to and including the quarantine of new machines from the Supply Group to remove and ship the required parts
• Works with internal departments functioning both as vendor and customer depending on the circumstances
• Provides training and support to dealers in the use of online tools including the Dealer Portal and Techweb
• Provides training and support to Direct Sales customers in the use of online tools including the Dealer Portal and Salesforce
• Performs other customer support functions as required to meet and exceed department goals and expectations

• Must be bilingual in Spanish & English
• Must pass any drug screens, background checks and any pre‑employment tests as applicable
• High school diploma
• One year of customer service experience

• Bachelor’s degree in business or related field
• Three years of customer service experience in a related industry

• Proficiency with Microsoft Word, Excel, PowerPoint and SAP
• Effective verbal and written communication skills
• Influence and adapt to change within JCB
• Demonstrate active listening skills to ensure that internal and external customers’ issues are understood and addressed

JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non‑discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED.

JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at .

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.