Bilingual Spare Parts Call Center Technician

Job Description

Job Summary

Answer phone calls and emails and assist customers in obtaining the correct Spare Parts for Mobile Elevated Work Platforms (MEWP) equipment, utilizing the appropriate manufacturers’ manuals and other resources. Generate parts and service orders and process Return Merchandise Authorizations (RMA) in M3 system.

Responsibilities

Answer phone call and emails from Customers and assist them with questions, ordering parts, and resolve accounts related questions.

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.

Experience & Educations:

High school degree.

1 to 3 years of call center experience Preferred.

Technical experience of support equipment (mechanical maintenance on construction equipment - Preferred).

Must be fluent in Spanish and English.

**Haulotte US Inc is an EEO organization. **Company Description

Welcome to Haulotte USA— an innovative aerial product manufacturer and subdivision of Haulotte Group!

Virginia Beach is the home of the North America corporate office subsidiary for Haulotte Group. The expansive Haulotte USA headquarters facility hosts our parts distribution as well as all in-house customer care. A portion of our product line is designed and manufactured in the Archbold, Ohio factory. From scissor lifts to boom lifts, we offer a well-rounded range of products. Additionally, our highly skilled staff works relentlessly to ensure that our products meet the highest standards of quality, and that we provide exceptional customer service!

Haulotte’s wide range of aerial lift equipment provides reliable and efficient solutions to meet the diverse needs of our customers. Haulotte Group’s main headquarters is in France with factories also located in France, China, and Romania. We celebrate over 1900 dedicated Haulotte employees globally!

Join us in reaching new heights!