Customer Support Representative II - Customer Support
Customer Support Representative II - Customer Support
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Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Customer Support Representative II Customer Support
Client: Heavy Machine Manufacturing Company
Duration: 1 Year 2 Months (with possible extension)
Location: Johnston IA 50131
Shift: Monday Friday (1st Shift)
Major Purpose
Provide frontline support to channel partners customers and company personnel by delivering information and solutions related to products policies and issues. This role focuses on handling moderately complex inquiries to ensure customer satisfaction retention and long-term relationships.
Major Duties
- Provide advanced product/service information and respond to complex customer inquiries.
- Record and process custom/special orders coordinating with relevant teams for delivery.
- Handle escalated issues promptly; provide managerial approvals when required.
- Initiate calls (phone/in-person) to develop customer relationships and resolve queries.
- Schedule follow-ups update CRM systems and maintain accurate customer records.
- Interview customers to clarify requirements and assist in gathering client needs.
- Deliver exceptional service to drive customer loyalty and repeat business.
- Ensure adherence to company policies procedures and regulatory standards.
- Engage in ongoing training development and industry knowledge-building.
Skills Abilities & Knowledge
- Strong customer focus with proven ability to build loyalty and rapport.
- Proficiency in digital communication and CRM systems.
- Skilled in conflict resolution negotiation and managing buyer challenges.
- Ability to transition service conversations into sales opportunities.
- Strong questioning and active listening skills.
- Bilingual: Fluent in English and Spanish (reading and writing required).
Education & Experience
- Post-secondary education required; Bachelors degree in Agriculture Business Engineering IT or related field preferred.
- Experience in customer service/support with strong computer and troubleshooting skills.
- Knowledge of agriculture customers and operations; Precision Farming experience a plus.
- Prior work experience in agriculture or technology dealer channels preferred.
- Ability to work off-shift hours and occasional holidays as business requires.
- Experience in data management and consumer software applications.
#ZR
Employment Type
Full-time
