Customer Service Representative - Aftermarket Parts

Job Description:

Join our Team: Customer Service Representative - Aftermarket Parts
Charlotte, NC - 100% On-Site

Join our team at Terex and embark on an exciting opportunity as we seek a skilled and dedicated Customer Service Representative to contribute to the Parts Team.

At Terex we believe in fostering a vibrant and inclusive work culture where every person is empowered to thrive. We're dedicated to driving quality, innovation, embracing diversity, and creating an environment where everyone feels valued and respected. We're committed to excellence in everything we do, and we're seeking talented individuals who share our passion and values to join our team.

As a Customer Service Representative at Terex, based in Charlotte, NC, you'll play a pivotal role in maintaining parts inventory, conduct all shipping and receiving activities, assist customers (internal and external) with parts needs, and procure parts.  The position is further responsible for the timely planning, scheduling of receipt and inventory control of the products and services as assigned.

What you’ll do

• Provide inbound and outbound phone support for our Aftermarket Parts contact center.
• Manage cases efficiently, labeling and prioritizing for timely resolution.​
• Respond to customer inquiries quickly, meeting established performance goals.
• Process orders, credits, and returns in compliance with company guide lines, ensuring accurate documentation.
• Manage order changes and maintain precise order entry.
• Identify, address, and escalate issues as needed.
• Monitor order fulfillment, proactively resolve shipping delays, and collaborate with leadership to implement corrective actions.
• Apply Lean Management principles to improve office efficiency.
• Track performance metrics and recommend improvements.
• Pursue ongoing training and personal development.
• Provide part number identification for machines
• Process all Credit Requests, & Return Authorization Requests from start to finish
• Enter all cases into Salesforce. New: create RCA, and Actions on all Credit requests
• Process credit card transactions upon Request from Customers
• Email Customer’s Past Due Invoices for Collection upon requests with list of Past due items
• Correct and help with Tax Exemption Certificates to submit to our Tax Department for Customer’s
• Performs other duties and projects as assigned and required.

What you’ll bring ​

• High School Diploma or equivalent.
• At least 4 years of experience in Customer Service, Sales, Marketing, Communications, Service, or a related field, OR a Bachelor’s degree in a relevant discipline.
• Ability to work in-person and remotely on a hybrid schedule.
• Excellent written and verbal communication skills across email, chat, and phone.
• Ability to simplify complex information for customers.
• Professional, confident, and trustworthy customer interactions.
• Strong problem-solving skills, curiosity, and creativity.
• Ability to build strong relationships internally and externally.
• Comfortable working in ambiguous situations.
• Experience with Oracle and Salesforce.
• Proficiency in Microsoft Office 365 (Outlook, Teams, Word, Excel, PowerPoint).
• Strong team player.

Preferred Qualifications:

• Bachelor’s degree in Business, Marketing, Communication, or Industrial Engineering.
• Quick learner, adaptable to new systems.
• Experience with process improvement and lean manufacturing.
• Strong organizational and time management skills.​

Why Join Us

• We are a global company, and our culture is defined by our Values — Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Check out this video! The Terex purpose.
• Safety is an absolute way of life. We expect all team members to prioritize safety and commit to Zero Harm.
•  Our top priority is creating an inclusive environment where every team member feels safe, supported, and valued.
• We make a positive impact by providing innovative solutions, engaging our people, and operating in a sustainable way.
• We are committed to helping team members reach their full potential.
• Through innovation and collaboration, our vision remains forward-looking, and we aim to be a catalyst for change, inspiring others to build a better world for generations.
•  We offer competitive salaries, health insurance (medical, den