Customer Service Representative
Company Overview:
Costex Tractor Parts (CTP) is a premier global supplier of aftermarket parts for Caterpillar® and Komatsu® equipment. With a strong commitment to quality, competitive pricing, and unparalleled customer service, CTP is dedicated to serving the construction and heavy equipment industries with reliability and expertise. Joining CTP means being part of a forward-thinking, innovative team in a dynamic environment.
Position Overview:
The Customer Service & Sales Support Representative will play a vital role in enhancing customer satisfaction by providing excellent service to our customers and efficient support to the sales team. This role will involve direct interaction with customers, handling inquiries, processing orders, resolve logistics issues and offer support to our sales representatives. The ideal candidate is detail-oriented, organized, and possesses a passion for helping customers solve problems and navigate our CTP online ordering system.
Key Responsibilities:
- Customer Support
- Respond promptly to inquiries from prospective and existing customers via phone, email, and online platforms.
- Provide information about CTP products, pricing, and availability, tailoring responses to customer needs.
- Assist customers with navigating the CTP Online Ordering website, including creating and managing accounts, placing orders, and utilizing available features.
- Handle customer complaints with professionalism, working to resolve issues effectively and efficiently.
- Sales Support
- Assist the sales team by preparing quotes, order processing, and resolving customer issues.
- Support the development and distribution of promotional materials to customers.
- Coordinate with logistics and warehouse teams to ensure timely order fulfillment and delivery.
- Order Management
- Process customer orders, payments and track order fulfillment through CTP systems.
- Ensure accuracy in data entry and communicate with customers regarding order confirmations, shipping details, and any delays.
- Coordinate with the accounts receivable team on payment status and invoicing issues.
- Product Knowledge & Training
- Develop in-depth knowledge of CTP product lines to advise customers and sales team accurately.
- Conduct onboarding for customers on the CTP Online Ordering System, highlighting features and benefits.
- Claims & Issue Resolution
- Handle customer claims efficiently, working closely with the quality control and logistics teams to resolve issues.
- Ensure customers are kept informed throughout the claim process and that resolutions are prompt and satisfactory.
- Document and track claims for reporting and continuous improvement initiatives.
- Continuous Improvement
- Identify opportunities for improving customer experience and operational efficiencies, and collaborate with teams to implement changes.
- Stay updated with industry trends, new products, and competitor offerings to provide valuable insights to the team.
Qualifications:
- High school diploma
- 1+ years of experience in customer service or sales support, preferably in the heavy equipment or parts industry.
- Proficiency in using CRM software, ERP systems, and Microsoft Office Suite.
- Excellent communication skills, with a strong customer focus.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Bilingual (English and Spanish) preferred to better serve our diverse customer base.
