Senior Customer Service Rep Aftermarket

We are Bobcat. A community powered by people. Across 16 countries and 50 nationalities, we have over 2,500 employees, 300 dealers in EMEA and a world-class innovation centre that’s breaking new ground every day. We’ve been engineering powerful machines and transforming how the world works for more than 60 years. From construction to agriculture, our products make an impact. We empower people to accomplish more, and we’re proud of that. It’s our people that make it possible. We value the skill and expertise that surrounds us. As part of our team, you’ll find career opportunities that will challenge, inspire, and reward you. We believe that together we can unearth something extraordinary.

We are looking for Senior Customer Service Rep Aftermarket to join our team at Bobcat.

Job Information

Position Summary

Provide administrative support to a Distributor Network of 15-20 dealerships, as the single point of contact. Good Customer Service aptitude is essential for this position as well as the ability to work cohesively in a team driven by process & performance improvement metrics. The ideal candidate should speak, besides English, French and Italian.

Role & Responsibility

Customer Interface & Support (1st point of contact for dealers)

• Be first point of contact for customers for questions /concerns about their orders (leadtime, order status, logistics, etc)
• Proactively manages orders in order to prioritize available stock.

Customer Order Management

• Act and react proactively (daily frequency) in relation to open orders report in order to make sure all orders are processed and treated.
• Manage the discount (quoting) approval process to ensure effective and efficient commercial pricing process.
• Process & resolve order holds (roadblocks removal and release)
• Manage & resolve disputes related to credit notes, damages & price issues
• Manage changes to deliveries (adress changes)
• Manual order entry in case of special orders (consignment & fairs)

Cross Functional Support

• Liase with the Supply Chain Team for availability, lead time, orders status.
• Liaise with internal teams (Supply chain, Credit, Sales,Product Line) to promote order fulfilment and customer satisfaction
• Actively participate in Sales & Dealer
• Meetings to promote understanding of
• Doosan’s dealers & Marketplace
• Create & monitor reports for on time order entry, booking and progression of orders
• Resolve together with IT/Data
• Governance system related issues

Job Requirement

• Education & Qualification: Administration - Bachelors Degree / Allow Equivalent
• Excellent computer skills – experience of an ERP system
• Excellent communication skills
• Cross border sales administration experience
• Fluent English + Italian + French.
• Any other European language is an asset.
• Strong Systems Experience (MS Office, Oracle 11i etc)
• Strong Process Experience
• Ability to handle multiple demands and adhere to deadlines
• Strong attention to detail.
• Excellent written and oral communication skills
• Time management and organizational skills
• Experience: 5>7 years

Travel Standard

• Minimum of 4-7 years relevant experience in a process based multi-national environment
• Flexibility to travel across Europe.
• Global Breadth: Single-Site (One Location)

At Bobcat, we support equal opportunities, value diversity of skills, perspectives and cultures and encourage applications from candidates from all backgrounds.

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