JLG Industries
Customer Support Specialist
JLG Industries, Mc Connellsburg, Pennsylvania, United States, 17233
Overview
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Customer Support Specialist
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JLG Industries . About JLG, An Oshkosh Company: JLG began in 1969 to resolve safety concerns in the construction industry. We are a global company that provides equipment, training opportunities, and trusted support within the access industry. Our products include mobile elevating work platforms, telehandlers, utility vehicles, and accessories. The dedicated and personable Customer Support Specialist will possess excellent communication skills, a passion for helping others, and a commitment to providing outstanding customer service. This role involves interacting with customers to resolve inquiries, provide product information, and ensure a seamless and positive experience. It also requires technical engineering research to ensure proper part identification and effective resolution of order management issues. Responsibilities
Deliver "best in class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus. Stay up to date on equipment, models, and systems relevant to order management and product research. Demonstrate understanding, retention, and organization of information provided by the department. Provide technical support and customer service with correct replacement part determination, price and availability, as well as handling all aspects of customer orders, including resolving discrepancies. Resolve and defuse customer concerns effectively and courteously, ensuring the company's long-term success. Deliver comprehensive documentation of scenarios, follow-ups, and resolutions as needed. Enhance communication strategies to bolster parts sales, achieve goals and aid in the development, maintenance, and troubleshooting of programs and services, with a focus on promoting upselling. Engage in training opportunities to enhance skills in current technology and product knowledge and pursue personal growth to excel in providing exceptional customer support. Meet or exceed individual customer contact targets set by Management to help support the overall Departmental Key Performance Metrics (KPM). Actively participate in or present at departmental meetings to help determine the best course for the department's success and foster a learning environment. Offer to participate in new initiatives or existing tasks as they become available. Participate in training efforts for onboarding new team members and the continued education of existing team members. As needed, manage the preparation and processing of quotes, invoices, purchase orders, returns and credits. Troubleshoot customer transactions and shipping/receiving activities to access parts availability. Participate in and contribute suggestions for continuous improvement efforts, along with related documentation. Demonstrate the ability to mentor less experienced team members and serve as a role model. Support and respond to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers to ensure organized, accurate, and timely dissemination of information regarding parts. Respond promptly and professionally to complex customer inquiries via phone, email, and chat. Minimum Qualifications
Bachelors degree in business administration, communication, marketing, or a related field and two or more years of relevant experience (or an equivalent combination of education and experience). Standout Qualifications
Strong ability to assist customers with a focus on enhancing their experience. Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment. Basic proficiency in reading and applying engineering drawings and documents (e.g., JED system). Basic proficiency in reading and interpreting engineering hydraulic and electrical schematics. Previous experience in the automotive or heavy-duty equipment industry. Previous experience in a customer service-related field. Basic proficiency in Microsoft Office applications. Written and verbal communication skills. ERP systems experience (XA) and various Edge systems (Salesforce, Online Express, etc.). Proficiency in a second language (Spanish, French, etc.). Strong organizational skills with exceptional follow-through and attention to detail. Working Conditions
This role is primarily performed in a professional office environment with standard conditions. Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone. Visual and auditory requirements to operate a computer, read documents, and participate in meetings. Occasional movement within the office environment; reasonable accommodations may be made for disabilities. Why JLG, An Oshkosh Company?
Moving the future forward is a priority, with opportunities for professional development and a people-first culture. Oshkosh has been named one of the Worlds Most Ethical Companies by the Ethisphere Institute for six consecutive years. Our core values guide our ~15k+ global team members. We put people first. We do the right thing. We persevere. We are better together. Pay Range
$50,400.00 - $77,200.00 The pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Individual pay is determined by factors including experience, education, and skills, as well as internal equity. Oshkosh is committed to providing reasonable accommodation to job applicants with disabilities. For accommodations, contact corporatetalentacquisition@oshkoshcorp.com. Equal Opportunity
Oshkosh Corporation is an equal opportunity employer. Job opportunities are open to all qualified individuals, and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will not affect the employment decision. Oshkosh will not discharge or discriminate against employees or applicants for inquiring about, discussing, or disclosing pay in certain circumstances. #J-18808-Ljbffr
Join to apply for the
Customer Support Specialist
role at
JLG Industries . About JLG, An Oshkosh Company: JLG began in 1969 to resolve safety concerns in the construction industry. We are a global company that provides equipment, training opportunities, and trusted support within the access industry. Our products include mobile elevating work platforms, telehandlers, utility vehicles, and accessories. The dedicated and personable Customer Support Specialist will possess excellent communication skills, a passion for helping others, and a commitment to providing outstanding customer service. This role involves interacting with customers to resolve inquiries, provide product information, and ensure a seamless and positive experience. It also requires technical engineering research to ensure proper part identification and effective resolution of order management issues. Responsibilities
Deliver "best in class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus. Stay up to date on equipment, models, and systems relevant to order management and product research. Demonstrate understanding, retention, and organization of information provided by the department. Provide technical support and customer service with correct replacement part determination, price and availability, as well as handling all aspects of customer orders, including resolving discrepancies. Resolve and defuse customer concerns effectively and courteously, ensuring the company's long-term success. Deliver comprehensive documentation of scenarios, follow-ups, and resolutions as needed. Enhance communication strategies to bolster parts sales, achieve goals and aid in the development, maintenance, and troubleshooting of programs and services, with a focus on promoting upselling. Engage in training opportunities to enhance skills in current technology and product knowledge and pursue personal growth to excel in providing exceptional customer support. Meet or exceed individual customer contact targets set by Management to help support the overall Departmental Key Performance Metrics (KPM). Actively participate in or present at departmental meetings to help determine the best course for the department's success and foster a learning environment. Offer to participate in new initiatives or existing tasks as they become available. Participate in training efforts for onboarding new team members and the continued education of existing team members. As needed, manage the preparation and processing of quotes, invoices, purchase orders, returns and credits. Troubleshoot customer transactions and shipping/receiving activities to access parts availability. Participate in and contribute suggestions for continuous improvement efforts, along with related documentation. Demonstrate the ability to mentor less experienced team members and serve as a role model. Support and respond to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers to ensure organized, accurate, and timely dissemination of information regarding parts. Respond promptly and professionally to complex customer inquiries via phone, email, and chat. Minimum Qualifications
Bachelors degree in business administration, communication, marketing, or a related field and two or more years of relevant experience (or an equivalent combination of education and experience). Standout Qualifications
Strong ability to assist customers with a focus on enhancing their experience. Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment. Basic proficiency in reading and applying engineering drawings and documents (e.g., JED system). Basic proficiency in reading and interpreting engineering hydraulic and electrical schematics. Previous experience in the automotive or heavy-duty equipment industry. Previous experience in a customer service-related field. Basic proficiency in Microsoft Office applications. Written and verbal communication skills. ERP systems experience (XA) and various Edge systems (Salesforce, Online Express, etc.). Proficiency in a second language (Spanish, French, etc.). Strong organizational skills with exceptional follow-through and attention to detail. Working Conditions
This role is primarily performed in a professional office environment with standard conditions. Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone. Visual and auditory requirements to operate a computer, read documents, and participate in meetings. Occasional movement within the office environment; reasonable accommodations may be made for disabilities. Why JLG, An Oshkosh Company?
Moving the future forward is a priority, with opportunities for professional development and a people-first culture. Oshkosh has been named one of the Worlds Most Ethical Companies by the Ethisphere Institute for six consecutive years. Our core values guide our ~15k+ global team members. We put people first. We do the right thing. We persevere. We are better together. Pay Range
$50,400.00 - $77,200.00 The pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Individual pay is determined by factors including experience, education, and skills, as well as internal equity. Oshkosh is committed to providing reasonable accommodation to job applicants with disabilities. For accommodations, contact corporatetalentacquisition@oshkoshcorp.com. Equal Opportunity
Oshkosh Corporation is an equal opportunity employer. Job opportunities are open to all qualified individuals, and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will not affect the employment decision. Oshkosh will not discharge or discriminate against employees or applicants for inquiring about, discussing, or disclosing pay in certain circumstances. #J-18808-Ljbffr