Dealer Support Team Agent

Inside The Role The responsibility of the Dealer Support Team (DST) is to assist our dealer network with all parts order inquiries. We are a customer facing team that collaborates cross-functionally with multiple DTNA teams in order to resolve customer issues and inquiries relating to Aftermarket parts orders. We work diligently with our Supply Chain partners to ensure timely shipment to the ordering dealer and/or PDC locations. Our vision is to deliver an unmatched level of customer experience in our industry; a vision built on the pillars of transparency, communication, quality, and timeliness. The ideal candidate will be passionate about customer service and has a strong ability to pivot from one task to another when needed.What You Drive At Dtna Manage incoming and outgoing customer callsAnswer phones from customers professionally by responding to customer inquiries and complaints.Research required information using available resources.Follow communication "scripts" when handling different topicsIdentify customers' needs, clarify information, research every issue and provide solutionsResolve customer inquiries for part and order status using case management tool and SAPWork internally with cross functional partners to ensure accurate communication on customer ordersTimely communication on dealer cases (Case management tool)Build rapport with the dealer network and internal partners through professional and standardize communicationSupport internal partner needs regarding inquiries relating to order statusAs a customer service role, professionalism and adherence to the standard process is required to ensure customer experience is maintainedParticipate in continuous improvement projects as neededKnowledge You Should Bring Bachelors degree from an accredited university with 2 years of relevant experience OR 4 years of relevant experience in lieu of a degree2 years of experience in customer service, call center, or help desk supportSelf-motivated, proactive individual that proactively seeks alternatives when faced with obstaclesStrong communication skills, both written and verbal, to be able to independently communicate to customers.Ability to adapt quickly to changeStrong desire to provide excellent customer service to external customersStrong experience with computer applications, such as MS outlook, excel and PowerPointExceptional Candidates Might Have 1+ years call center experience2+ years in a direct customer service environment1+ years of supply chain experienceExperience on automotive and technical products.Dealer, distributor, or field support experienceSAP knowledgeSalesforce knowledgeFive9 knowledgeWhere We Work This position is open to applicants who can work in (or relocate to) the following location(s)- Portland, OR US. Relocation assistance is not available for this position.Schedule Type: Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.Additional Information This position is not open for Visa sponsorship or to existing Visa holdersApplicants must be legally authorized to work permanently in the country the position is located in at the time of applicationFinal candidate must successfully complete a criminal background checkFinal candidate may be required to successfully complete a pre-employment drug screenContractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positionsEEO - Disabled/VeteransDaimler Truck North America is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935.