Job Description

Title: CUSTOMER SUPPORT REPRESENTATIVE - 95655
Primary Location: Indien (IN) - Punjab - Mohali
Organizational Group: A&T SM Ag&Turf/R1/R2
Personnel Area: JD India-Branch
Function: Customer & Product Support
GJE Job Title: Customer Support Representative III
Job Grade: 06
Exemption Status: Exempt
Hiring Manager: Satvinder S Singh

Title: CUSTOMER SUPPORT REPRESENTATIVE

Duties

• Develops solutions and responds to customers, dealers and/or company personnel concerning inquiries, problems and concerns of a complex level.
• Effectively documents customer, dealer and/or, company personnel interactions and product/service issues; distributes applicable information and/or interacts with the appropriate company and field personnel for follow-up as required.
• Disseminates additional product/service/policy information and/or reports to customers, dealers, and company personnel.
• Assists in the promotion of John Deere products and services through special program offerings, special mailings, and pro-active user contact.
• Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals.
• Resolves disputes between customers and dealers/company personnel and explores alternative solutions for resolution.
• Serves on department teams (as needed) for department projects and initiatives.

Required

• Understanding of dealer and Company parts systems and procedures.
• Knowledge of dealers and other channels.
• Working knowledge of marketing and channel management.
• Good interpersonal, negotiation and conflict resolution skills.
• Successful negotiating and selling skills. Understanding of Customer Support Process.

Desired

• Customer support experience with customer interaction regarding products, parts, and services. (1 - 3 years)
• Experience working in customer service or related customer-oriented environment. (1 - 3 years)
• Practical experience with John Deere machinery and equipment. (Less than 1 year)
• Work experience in a team environment. (1 - 3 years)

Education

• Degree in an Education discipline or equivalent experience. - University Degree (4 years or equivalent)
• Degree in a Business/Management discipline or equivalent experience. - University Degree (4 years or equivalent)
• Degree in an Engineering/Technology discipline or equivalent experience. - University Degree (4 years or equivalent)
• Degree in an Agricultural Sciences discipline or equivalent experience. - University Degree (4 years or equivalent)
• Degree in a Marketing discipline or equivalent experience. - University Degree (4 years or equivalent)

This position will be posted till 3rd March 2023.