Customer Service and Logistics Specialist

Position:                      Customer Service & Logistics Specialist

Supervisor:                Inside Sales Manager

Employment Type:  Full-time

Benefit Package:     Full

Job Summary     

SurePoint Ag has built a reputation for outstanding customer support, which has contributed greatly to the success of the company.  The Customer Service & Logistics Specialist is tasked with upholding this high standard of excellence. This person works closely with the Inside Sales & Support Team and the Production Center Team to create the processes related to order fulfillment, tracking, returns, and parts sales.  The Customer Service & Logistics Specialist will work directly with customers both in-person and via phone call, ensuring a seamless post-sale experience.

Duties/Responsibilities of the Customer Service and Logistics Specialist

• Provide customers with order status and tracking information


• Assist customers with concerns regarding order accuracy, timeliness, and damaged shipments.


• Coordinate the Returns process and strive for continual improvement
  
  
  
  • Create returns (RMA’s) and drive continual development of the returns process
  
  
  • Coordinate the process of return label creation and return tracking
  
  
  • Process RMA’s in a timely manner per SurePoint policies
  
  
  • Communicate processes clearly with Sales, Production Center, and Accounting
  
  
  
  


• Coordinate with vendors to facilitate inventory returns, repairs, and replacements


• Assist the Insides Sales Team in monitoring the support ticketing system to assist customers with repair part needs.


• Answer live calls and return calls to customers as they pertain to your responsibilities


• SurePoint Parts Counter
  
  
  
  • Greet customers and assist them with their parts and repair needs
  
  
  • Strive for continual improvement of the Parts Counter sales process
  
  
  
  


• SurePoint Webstore
  
  
  
  • Assist in driving webstore adoption by dealers and dealer parts department
  
  
  • Assist in keeping Webstore content up-to-date and fresh by adding new parts, photos and updating descriptions when necessary.
  
  
  
  

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Your supervisor at SurePoint will be Levi Felzien.

Expenses

You will be issued a company credit card to use for all travel and other expenses incurred while

executing the duties of the position. You will complete an expense report and return in a timely

manner.

Being a member of the SurePoint Ag Team

All employees are expected to provide support and assistance in achieving the overall goals and objectives of SurePoint Ag.

Skills Required

• Work Hard


• Learn SurePoint processes


• Exceptional communication ability with co-workers and customers via phone, e-mail, and

interpersonal dialog

• Team player


• High level of technical expertise in the products offered by SurePoint Ag Systems


• Ability to gain knowledge through experiential learning


• Problem-solver—The ability to evaluate a situation, determine possible solutions, and

implement the solution determined to be the best course of action.

• Self-starter


• Embrace a dynamic and constantly changing workplace