Parts Customer Service Representative

Sinclair Tractor provides agricultural equipment, precision farming, agronomic decision support, NAPA parts and supplies, and related dealership services in Southeast Iowa. The Parts Customer Service Representative provides parts support to customers and dealership employees by handling requests, sourcing parts, processing returns and credits, managing ticket communication, and supporting sales promotions.

Responsibilities:

• Facilitate centralized parts operations by processing John Deere purchase returns and parts credits
• Facilitate creation of CCMS parts cases and own subsequent communication
• Increase department gross sales through outbound calls promoting seasonal parts promotions
• Determine and utilize the best method to communicate required follow-up tasks to others (re-assign ticket, Handle, Outlook task, etc.)
• Answering phone calls, text and emails for customer parts requests
• Identify, source, and procure requested parts to meet customer needs
• Maintain communication through ExpertConnect with customers and parts team
• Track each ExpertConnect ticket and take appropriate action to ensure successful and timely resolution
• Participate in all job-related training and development
• Perform other duties assigned by manager

Requirements:

• Exceptional customer service skills with a customer-first mindset
• Excellent verbal and written communication skills
• Strong time management, organizational, and follow-up skills
• Proficient in Microsoft Office applications
• Strong attention to detail and ability to manage multiple requests and priorities simultaneously
• Proficient computer skills
• Hybrid/remote office setting
• Must be able to remain in a stationary position for extended periods of time
• Must be able to operate a computer and various office equipment
• Must be able to perceive information on phone and computer screens as well as written
• Must be able to communicate with customers verbally and electronically
• Must be able to lift a minimum of 25 pounds
• Must have access to a reliable internet connection
• Must be able to travel occasionally to Sinclair Tractor locations
• Must be available to work evenings and weekends as business needs require
• Previous parts experience is preferred
• Experience with Parts Advisor, JD Point, and Equip preferred
• Ag industry knowledge preferred