Customer Care Specialist - Parts & eCommerce
Doggett · Houston, TX ·
- Work mode
- Hybrid
- Category
- Support
Customer Care Specialist – Parts & eCommerce
Classification
Exempt
Exempt
Job Summary
The Customer Care Specialist will be responsible for managing customer opportunities from initial contact through successful order fulfillment and delivery. The position will focus on receiving and placing customer calls, identifying customer needs, ensuring the correct parts are identified for customer machines, tracking parts availability, vetting orders for accuracy, and following orders through fulfillment and shipping.
The Customer Care Specialist will also serve as a key resource for the company's eCommerce website, maintaining a complete understanding of website functionality, online parts searching, customer accounts, shopping cart and checkout processes, and order tracking. The position will assist customers with website navigation and troubleshooting issues that prevent customers from locating parts or completing an online order.
Key KPIs will include customer opportunities, call activity, call-to-order conversion ratio, order accuracy, customer follow-up, website-assisted orders, order fulfillment, and customer satisfaction.
Essential Functions
- Receive inbound customer calls and proactively place outbound calls to customers to identify needs and opportunities.
- Work with customers to identify the correct parts for their specific machine, including verification of model, PIN/serial number, application, and other equipment information.
- Develop and maintain a complete working knowledge of the company website and online ordering process.
- Assist customers with navigating the website, locating parts, searching part numbers, using machine and model information, and completing online orders.
- Troubleshoot customer website issues include product searches, account access, shopping cart, checkout, payment, shipping, and order-status issues.
- Identify website or system issues that prevent customers from completing purchases and communicate those issues to the appropriate internal teams.
- Research part numbers, substitutions, supersessions, availability, pricing, and expected delivery dates.
- Track parts availability, backorders, emergency orders, incoming inventory, and other issues that may affect customer orders.
- Vet customer orders for accuracy prior to fulfillment, including part numbers, quantities, pricing, shipping information, and customer requirements.
- Monitor customer orders through the complete fulfillment process, from order entry through warehouse processing and shipping.
- Follow up with Parts, Purchasing, Warehouse, Shipping, eCommerce, IT, and other internal teams to resolve customer and order issues.
- Track shipments and proactively communicate order and delivery updates to customers.
- Follow up on open opportunities, quotes, abandoned orders, incomplete online orders, and customers requiring additional information.
- Identify additional parts and related customer needs that may create additional sales opportunities.
- Document customer contacts, opportunities, quotes, orders, website issues, and follow-up activities in the appropriate systems.
- Monitor daily customer-contact activity and analyze call-to-order ratios and other customer-care KPIs.
- Provide reporting and feedback on customer opportunities, conversion activity, website issues, order problems, and recurring customer concerns.
- Identify trends or recurring issues that may negatively impact customer experience, online conversion, order accuracy, or fulfillment.
- Collaborate with internal stakeholders to improve the customer journey from initial contact through completed order and delivery.
- Maintain a high level of knowledge regarding equipment, parts, product information, website functionality, and company ordering processes.
- Ensure customers receive accurate information, timely communication, and consistent follow-up throughout the customer and order lifecycle.
- Perform other duties related to customer care, parts support, eCommerce support, order management, and customer opportunities as assigned.
Qualifications
- Experience in customer service, parts, equipment, eCommerce, inside sales, or a related field preferred.
- Strong knowledge of equipment parts identification and the ability to research and determine the correct parts for specific machines.
- Strong understanding of customer service processes and the ability to manage a customer opportunity from initial contact through completed order.
- Complete working knowledge of website functionality and eCommerce customer journeys.
- Ability to troubleshoot website and online-ordering issues and provide customers with clear, step-by-step assistance.
- Strong computer skills with the ability to navigate multiple systems and applications simultaneously.
- Ability to learn and effectively use parts catalogs, equipment databases, order-management systems, inventory systems, shipping systems, and eCommerce platforms.
- Strong attention to detail with an emphasis on order accuracy and correct parts identification.
- Excellent verbal and written communication skills with the ability to communicate effectively with customers and internal departments.
- Strong organizational skills with the ability to manage multiple customer opportunities, orders, and follow-ups simultaneously.
- Analytical thinker who can monitor customer-contact activity, call-to-order ratios, conversion trends, order issues, and other KPIs.
- Ability to identify customer needs and recognize opportunities for additional parts or related products.
- Ability to work effectively with Parts, Sales, Purchasing, Warehouse, Shipping, eCommerce, IT, and other internal teams.
- Strong problem-solving skills with the ability to identify the root cause of customer, website, parts, and order issues.
- Ability to work independently while maintaining accountability for customer opportunities.
- Strong follow-through and commitment to providing customers with timely updates and resolution.
- Proficiency with Microsoft Office, including Excel, preferred.
- Experience with heavy equipment and heavy truck parts, dealer systems, or agricultural/construction equipment preferred.
Work Location and Travel Requirements
This position requires the employee to work on-site at the assigned Doggett facility and is not eligible for remote or hybrid work. Travel up to 15% of the time, as required.
The Customer Care Specialist - Parts & eCommerce must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified.
Doggett is an Equal Employment Opportunity Employer