Parts Customer Service Representative

Company Profile

With over 80 years of innovation, JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment. Operating 23 manufacturing facilities across four continents— including the United States, the United Kingdom, India, and Brazil—JCB produces a diverse portfolio of more than 300 products. These include telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough terrain forklifts, and tractors.

With over 80 years of innovation, JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment. Operating 23 manufacturing facilities across four continents— including the United States, the United Kingdom, India, and Brazil—JCB produces a diverse portfolio of more than 300 products. These include telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough terrain forklifts, and tractors.

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

Onsite, 2000 Bamford Blvd Pooler, Georgia 31322

JCB offers a comprehensive benefits package, including medical, dental, and vision insurance; 401 (k) retirement plan; paid time off and paid holidays.

• 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 Tech web, email and telephone to identify part availability, delivery status of backordered parts, and other part issues.
• Identifies all options available to improve the delivery of backordered 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 Tech web.
• 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.
• Other duties as assigned

• 1 year of customer service experience
• Must be bilingual in Spanish & English
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

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

• Strong problem-solving and analytical skills.
• Ability to work in a high-stress environment.
• Detail-oriented and able to work independently.
• Collaborative approach to resolving issues impacting various groups across the enterprise.
• Ability to understand processes (system and non-system), troubleshoot, develop, and recommend solutions.
• Enjoy working in a dynamic environment and be a self-motivated team player.
• Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Teams, and Microsoft Project.

• Both office environment and occasionally manufacturing/factory environment.
• Subject to noise and temperature changes.

The physical demands described here are representative of those required of an employee to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to:

• Remain stationary, operate hands to finger, handle, or feel, reach with hands and arms,…