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Company Name : Epiroc Drilling Solutions LLC
Location : Allen, TX 75013
Position : Customer Service Specialist
Job Description : Please apply online at: https://www.epiroc.com/en-us/careers.Job Requisition # 35542Pay range will be $65K – $75K depending on experience. We offer a Sign On Bonus of $2,000.00 with your signature of agreement that will be discussed after your start date. CUSTOMER SERVICE SPECIALIST – EPIROC DRILLING SOLUTIONSPosition Objective: This position will have direct interaction, via heavy telephone contact with Customer Centers, Product Companies, suppliers and other internal and external stakeholders. The mission of this position is to reduce customer machine downtime and increase customer satisfaction, it is responsible for order fulfillment and parts identification within the aftermarket parts/sales department for high priority orders placed on the Distribution Center.Principal Responsibilities: Coordinate with the procurement and buyer/planner functions, Engineering, Parts Marketing and Manufacturing to ensure accurate and on time delivery of high priority customer orders.Manually route and re-distribute using the company’s global supply chain footprint.Coordinate drop and special shipments for high priority orders.Review order backlogs, expedite shortages, and communicate order status information.Communicate missed shipments with affected stakeholdersLiaison with multiple departments to ensure customer satisfaction through proper coordination of on-time order throughput.Provide adhoc sourcing channels when required.Ensure no delays to secure customer satisfaction. Investigate solutions to the specific orders where supply chain is unable to provide the requested parts.Determine for the customer what parts are needed to successfully complete the repair or conversion of their machine using the information supplied by customer in conjunction with documentation at Drilling Solutions, the Account Representatives’ product knowledge and AC’s procedures and practices.Typical Weekly Tasks1. Update Target CC Stock Files weekly in BI report2. Update PC & DC structure Stock into BI reportsTypical Daily Tasks1. Update Back order reports twice daily into BI report2. Identify BD order parts within global network3. Target parts in Customer Centers for re-distribution4. Contact Customer Center responsible to request re-distribution5. Update external DC order according to new MRP requirements6. Arrange Customer Center return, CC to CC transfer via direct, or dropship method7. Update RMA re-distributed parts database8. Create tasks for RMA re-distributed parts9. Take responsibility to claim and resolve Acign order type changes10. Update of order status11. Update order to BD using feedback from other CS and Buyers12. Identify upper level potential13. Identify part substitution options (upper level, lower level)14. Update customer as needed based on changes to delivery dates for BD and escalated orders.15. De-escalation of order type16. Intercompany escalations for production stoppages (PC builds, Reman builds)17. Look for alternate source for part when items is not available in the network18. Co-ordinate drawing release to CC through engineering if and when needed.Personal Characteristics: Excellent oral and written communication skillsAbility to interact with peers in all departments to achieve common goalsAbility to represent the employer in a professional mannerExhibit sense of urgencyGood project management skillsPC skills; i.e. Microsoft OfficeEducation and Experience: Knowledge: 2-10 Years of experience in customer service and or planning of the pertaining to the supply of parts in a construction and mining industry.Formal Education Requirement: Associate’s Degree or equivalent by experienceHigh School Diploma RequiredJob Type: Full-timePay: $65,000.00 – $75,000.00 per yearBenefits:401(k)Dental insuranceHealth insurancePaid time offVision insuranceSchedule:8 hour shiftDay shiftMonday to FridayWeekend availabilitySupplemental Pay:Bonus paySigning bonusAbility to commute/relocate:Allen, TX 75013: Reliably commute or planning to relocate before starting work (Required)Application Question(s):Are you willing to complete a background check and a drug test?Education:High school or equivalent (Required)Work Location: One location
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