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Aftermarket Customer Support Representative

Valley Plains Equipment -
Jamestown, ND

Job Details

From $65,000 a year

Benefits

Disability insurance
Health insurance
Dental insurance
Paid time off
Vision insurance
401(k) matching

Qualifications

Live chat
Texting/chatbox tools
Spreadsheets
High school diploma or GED
Video conferencing software
Customer support
Telephone systems
Productivity software
Video conferences (communication methods)
Dealership experience
Video conferencing systems operation

Full Job Description

Who is Valley Plains Equipment?

Valley Plains Equipment is the local John Deere Dealer in eastern North Dakota, southeastern South Dakota, and northwestern Minnesota. We are a company that cultivates success with hard work, authenticity and a best-in-class team that embodies these traits. Join the team that works with you and is driven for you!

Position Summary

The Aftermarket Customer Support Representatives are responsible for providing rollover customer call support for all dealership locations, along with supporting online order transactions through ACCESS and shop.deere.com. The successful candidate will provide detailed part information to customers and complete the sales transaction from inquiry to invoice when possible. The Aftermarket Customer Support Representative will use a combination of tools including phone, text, email, chat, and video to provide excellent service to customers. Outbound, proactive contacts will be made to inform customers about purchase opportunities for John Deere parts and service products. The successful candidate will also provide administrative support for other Parts activities when not engaged with customers.

Job Responsibilities

Receive calls that roll over from all store locations or are immediately delivered from select locations based on volume needs.
Triage customer inquiries to answer questions, complete transactions, or ensure the best possible follow up by appropriate personnel.
Manage the ACCESS and shop.deere.com online order processes to complete transactions in cooperation with the store locations and ensure thorough follow-up with customers.
Complete select outbound call, text and email campaigns with customers to promote parts and service opportunities.
Support other customer call initiatives, including emergency after-hours call support, in cooperation with the store locations.
Complete administrative duties including online stock maintenance, rebate submissions, and other program administration as needed.
Support the bulk fluids programs by proactive and reactive customer contact, as well as scheduling, in cooperation with the Corporate Parts Distribution Analyst and the Bulk Oil route drivers.
Work with the Corporate Parts Analyst team to analyze inventory, facilitate transfers, and optimize surplus returns to ensure the highest quality and breadth of stock across the organization.
Support the store locations with incidental projects and needs, such as physical inventory, merchandising, bin or location reassignments, or filling in for parts personnel in special circumstances (may require overnight stays)
Provide training to current and new parts employees in areas of knowledge or expertise
Demonstrate a genuine concern for the company while exhibiting outstanding communication skills and cooperating with other departments and locations.
Promote teamwork, maintain a positive attitude, and support the concept of one face to the customer.
Execute other responsibilities and duties as assigned by the supervisor.

Qualifications

5+ years of John Deere dealership experience, assisting customers at the parts counter or as a field aftermarket sales representative.
Thorough knowledge of the EQUIP business system in a John Deere parts sales environment.
Exceptional customer service skills demonstrated through direct customer sales and support interactions in previous roles.
Technical knowledge or ability to quickly adopt and utilize various communication technologies including call system management, group and one-on-one text, email, live chat, video, or other communication media as adopted by the company.
Advanced Microsoft Office skills with emphasis on Microsoft Excel capabilities.
Ability to effectively communicate individually and in group settings with customers and employees.
Willingness to work extended hours, split shifts, and weekends when required.
High School Diploma or GED equivalent required.

Preferred Qualifications

Experience with a Customer Relationship Management software preferred.

Benefits

Join Valley Plains Equipment for competitive salaries and comprehensive benefits including health, vision, and dental insurance, paid time off, 401k and Roth Retirement Savings with employer match, plus Life and Disability Insurance. Experience a fulfilling career with us.

Compensation

The following represents Valley Plains Equipment compensation estimation based on market data and placement of internal employees. This position offers a base salary starting at $65,000, with higher compensation available based on experience and qualifications. The role is also eligible for performance-based incentive opportunities.

Working With You. Driven For You!

Work Location: In person

Who is Valley Plains Equipment?

Position Summary

Job Responsibilities

Qualifications

Preferred Qualifications

Benefits

Compensation

Working With You. Driven For You!

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