Job Objectives:

The ideal Customer Service Representative ensures a high-quality dealer experience by providing parts technical assistance and managing orders and returns through our business management platform (SAP), handling pricing, availability, sourcing, and order status inquiries. The role requires excellent communication skills, the ability to work under pressure, and a background in spare parts in the agricultural sector. The candidate must be organized, proactive, and able to work independently while contributing to a fast-growing team. Focusing on customer satisfaction and efficient service, the role supports HORSCH’s after-sales success.

Job responsibilities and duties: Other duties may be assigned.

Successful accomplishment of the HORSCH Customer Service Representative includes:

• Addressing parts technical questions from dealerships.
• Processing parts orders placed by dealerships and ensuring accurate fulfillment.
• Work closely with dealers to ensure parts are ordered and delivered on time, while confirming availability by tracking, pricing, and determining the estimated delivery date (ETA) for the dealer network.
• Advising dealers on suggested parts stocking list, based on factors such as sales history, aging machine population, current inventory levels, and forecasted growth.
• Managing the return process for parts ordered by dealers, ensuring compliance with company return policies.
• Handling parts inquiries and cross-company orders with the supplying HORSCH warehouses to ensure up-to-date inventory and parts availability.
• Handling drop-shipment orders, where parts are shipped directly from a HORSCH warehouse or supplier to the dealer or customer, bypassing the company's central inventory.
• Ensuring that parts listings, catalog data, and inventory systems are regularly updated and maintained to reflect the most accurate and up-to-date information.
• Assisting with logistics and material handling during peak season, with occasional lifting of items up to 50 pounds.
• Ability to multitask and stay composed under pressure, while continually learning and developing skills relevant to the position.
• Bring a positive attitude and strong work ethic to the workplace.

Communication:

• Basic understanding of agricultural machinery and parts.
• Able to engage with customers in a friendly, patient, and professional manner.
• Demonstrate a keen ability to listen to customer needs and provide effective solutions.
• Able to clearly communicate in both written and verbal formats across all platforms (Email, Messaging, Phone, In-Person).
• Proficient in Multitasking: Comfortable handling physical tasks, utilizing computer systems for order processing, and efficiently using phones and software for customer interactions.

Required skills:

• Take direction well and learn in a fast-paced environment.
• Focus, maintain attention to detail, and balance multiple duties in a dynamic environment.
• Ability to work independently and productively prioritize tasks.
• SAP (warehouse management system) experience is a plus.
• Forklift operator experience (an asset).
• Ideal candidates should have a minimum of 5 years of customer service experience, preferably within a dealership environment.

Education:

• Parts Management Technician Journeyman certificate or related post-secondary education. (Agriculture, and/or other relevant fields or trades)
• Two years of higher education or equivalent relevant work experience.

Compensation:

This is a salary-paid position based on experience and education. Our benefit package includes Health, Dental, and Vision coverage, Life Insurance, Long-term Disability Insurance, an employer-matched Retirement Savings Plan, and four weeks of paid vacation per year.