We are currently seeking a Product Support Representative to support our dealer network by processing service parts claims, returns, order management and similar administrative tasks. This role also works cross functionally within our customer service organization to keep dealers informed on requested parts to include order status, parts availability and other ad hoc information to get our customer's trucks back on the road. Position's core hours will be 7am to 5pm, with occasional on-call after hour support.
Navistar International Corporation is a leading North American truck manufacturer with great products, strong market positions and best-in-class distribution. For 175 years we have had a 100% commitment to doing what it takes to satisfy our customers, and our commitment today is as strong as ever. We are rededicated to strengthening our core businesses. Our recent investments and product launches position us for success. It all starts with a comprehensive approach and a team effort from our employees. So, we're looking for exceptionally talented and results-oriented individuals to join us and deliver on our promises to our customers, dealers, employees and shareholders.
Position Purpose and Requirements
Responds to customer product inquiries via telephone or in written internet-based email or chat sessions or case system, including Tier 1 and Tier 2 support levels. Resolves customer concerns regarding parts returns, claims, and order management. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Documents customer information and recurring technical issues to support product quality programs and product development. Provides information tracking, billing/invoicing and report support.
Excellent communication skills
Ability to multi-task and prioritize
Fluent in Office software and comfortable working in multiple systems
Effective decision-making and problem solving
Confident self starter that drives for results under minimal supervision
Understanding of Supply Chain concepts
Knowledge of Parts Systems (DRP, TOLAS, PeopleSoft, PIQ, etc.) and proficient in MS Word & Excel
Familiarity with commercial truck/bus/diesel engine products and global aftermarket
Knowledge of Purchasing, Inventory Control, Order Fulfillment processes and inventory management methodologies
Strong interpersonal skills including negotiating and conflict resolution
Positive Attitude, Ethics and Values that align with the healthy & high-performance culture of Navistar
Ability to react quickly, make effective decisions and function well under pressure
At least 2 years experience in Customer Service
Position will also be asked to provide suggestions to department management for process improvements in order to continue superior customer service.
Managing Through Systems
It's Uptime at International
Visit us at www.Navistar.com to discover more about our organization
It's Uptime at International
Navistar is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.