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Customer Support Representative

Mahindra Ag North America
Houston, TX Full Time
POSTED ON 2/20/2025
AVAILABLE BEFORE 5/17/2025

Purpose : The Customer Support Representative will provide best in class customer support, to end-users and dealers, for all in-bound customer satisfaction concerns. Offering guidance, clear communication and manage the MAgNA customer satisfaction issue through a resolution process regarding the Mahindra organization, services, and product offering.

FUNCTION : This position will be responsible for :

  • Ownership of in-bound customer satisfaction inquiries start-to-closereceived by MAgNA from customers and the dealer network.
  • Customer interface to provide the appropriate information in response to inquiries, concerns, and requests about products and services.
  • If follow up is required provide to the customer a clear understanding of the next steps and what to expect regarding MAgNA communications.
  • Manage inquires documenting issue detail utilizing MAgNA processes, procedures, and systems.
  • Identify and disseminate to the appropriate internal stakeholder(s) concerns and expectations with supporting detail.
  • Utilize MAgNA systems to capture, track, update, and close incoming inquiries.
  • Responsible for time management, issue tracking, communication and resolution providing weekly status updates to the Aftersales management team.
  • Consider and offer alternative solutions where appropriate with the objective of maintaining positive customer satisfaction and retaining customers.

GOAL :

  • Accurately process and record call transactions using MAgNA approved processes and business software.
  • Follow established business processes and procedures.
  • Organize ideas and communicate information appropriate to each situation and stakeholders.
  • Follow up and make scheduled call backs to customers as required.

    • Compose, manage and edit communications using proper business etiquette.

  • Research required information using available resources.

    • Utilize software programs, such as but not limited to, Outlook, Excel, mWarranty, dealer portal, Parts Catalog and SAP.

  • Escalate priority issues to the proper resource tracking progress to resolution.
  • Prioritize work, take initiative and execute the role while maintaining a professional composure and positive attitude.
  • Thrive in a team environment.

    • Other duties :

    This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.Duties, responsibilities and activities may change at any time and without notice.

    QUALIFICATIONS : Required

  • High School diploma or equivalent
  • 2 or more years of experience in customer facing role.
  • In depth experience with CRM systems software
  • Ability to interface with all types of customers.

    • Preferred

  • Associates degree
  • Experience in the tractor or heavy equipment industries or related field.
  • Experience in handling customer / dealer inquires and complaints.
  • General understanding of mechanical systems

    • Skills and Capabilities :

    Required

  • Excellent verbal and written communication skills, as well as teamwork and interpersonal skills, to include the ability to develop high quality working relationships both internally and externally with customers and suppliers
  • Demonstrated ability to effectively manage multiple priorities simultaneously and meet critical deadlines in a fast-paced environment.
  • Strong initiative and the ability to be self-directed in completing tasks.
  • Strong problem-solving and analytical skills.
  • Proficiency in MS Office software applications (Word, Excel, PowerPoint)

    • Must be authorized to work in the United States

    While performing the duties of this job, the employee is frequently required to sit; operate computers; job requires full use of hands and arms and ability to talk, see, and hear. The employee is required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.

    MAHINDRA USA IS AN EQUAL OPPORTUNITY EMPLOYER

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