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 calls
Answer phones from customers professionally by responding to customer inquiries and complaints.
Research required information using available resources.
Follow communication "scripts" when handling different topics
Identify customers' needs, clarify information, research every issue and provide solutions
Resolve customer inquiries for part and order status using case management tool and SAP
Work internally with cross functional partners to ensure accurate communication on customer orders
Timely communication on dealer cases (Case management tool)
Build rapport with the dealer network and internal partners through professional and standardize communication
Support internal partner needs regarding inquiries relating to order status
As a customer service role, professionalism and adherence to the standard process is required to ensure customer experience is maintained
Participate in continuous improvement projects as needed
Knowledge 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 degree
2 years of experience in customer service, call center, or help desk support
Self-motivated, proactive individual that proactively seeks alternatives when faced with obstacles
Strong communication skills, both written and verbal, to be able to independently communicate to customers.
Ability to adapt quickly to change
Strong desire to provide excellent customer service to external customers
Strong experience with computer applications, such as MS outlook, excel and PowerPoint
Exceptional Candidates Might Have

1+ years call center experience
2+ years in a direct customer service environment
1+ years of supply chain experience
Experience on automotive and technical products.
Dealer, distributor, or field support experience
SAP knowledge
Salesforce knowledge
Five9 knowledge
Where 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 holders
Applicants must be legally authorized to work permanently in the country the position is located in at the time of application
Final candidate must successfully complete a criminal background check
Final candidate may be required to successfully complete a pre-employment drug screen
Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions
EEO - Disabled/Veterans
Daimler 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.