Job Description

RESPONSIBILITIES

· Answer phone calls and emails from Customers and assist them with questions and ordering the parts.

· Always focus on customer satisfaction.

· Provide Spare Parts Numbers and Prices.

· Provide global offers and delivery times for specific parts.

· Enter Spare Parts orders in the System.

· Initiate RMAs as needed.

· Follow up with customers and departments (purchase, supply chain, warehouse) on offers, quotes and orders to maximize sales and close service orders.

· Run reports in ERP system: RMA and parts shipping delays, etc.

· Make customers aware of current parts promotions including the benefits of purchasing from alternative sources (e.g. Easy Spare Parts, SmartEquip, and My Haulotte).

· Collect Customer data (e.g. contact, serial number, machine information)

· Initiate Warranty Claims as appropriate.

SKILLS

· Customer service skills – conflict resolution, defusing situation, customer empathy.

· Ownership in solving customer concerns – ensure that the customer’s problem is solved.

• Ability to read schematics (e.g., hydraulic, electric, and electronic) and exploded diagrams.
• Computer skills – ability to navigate through ERP systems, Microsoft Office, and manage multiple software platforms on different monitors.
• Track record of over-achieving quota.
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Bilingual PREFERRED – English/Spanish.
• Technical experience on support equipment (mechanical maintenance on construction equipment - PREFERRED).
• High school degree.

EXPERIENCE:

• 1 to 3 years of call center experience PREFERRED.

**HAULOTTE US INC IS AN EEO ORGANIZATION. **

Company Description

The Haulotte AWP Team currently operates out of three facilities. The design and manufacturing of the light-weight product line of Trailer-Mounted Boom Lifts and Light-Weight Self-Propelled Boom lifts, along with selected models of electric scissor lifts and telescopic booms, takes place at the 300,000 sq. ft. Archbold, Ohio factory. The balance of its aerial product portfolio is efficiently produced by Haulotte’s other global factories in France, Romania, and China. Haulotte U.S. opened its 84,000 square foot facility in Virginia Beach in 2016. This facility is the central hub for North America AWP corporate offices, product and parts distribution, as well as all in-house customer care activities.