Dealer Parts Support Specialist

About Us

Innovation. Sustainability. Productivity. This is how we are Breaking New Ground in our mission to sustainably advance the noble work of farmers and builders everywhere. With a growing global population and increased demands on resources, our products are instrumental to feeding and sheltering the world.

From developing products that run on alternative power to productivity-enhancing precision tech, we are delivering solutions that benefit people – and they are possible thanks to people like you. If the opportunity to build your skills as part of a collaborative, global team excites you, you’re in the right place.  

Grow a Career. Build a Future!

Be part of this company at the forefront of agriculture and construction, that passionately innovates to drive customer efficiency and success. And we know innovation can’t happen without collaboration. So, everything we do at CNH Industrial is about reaching new heights as one team, always delivering for the good of our customers.

Job Purpose

The Call Center Agent - Dealer Parts Support will create, manage and oversee all related activities of the part order fulfillment process.  The Agent will provide exceptional dealer support via sourcing and coordinating shipments with parts depots with an eye towards meeting dealer needs.   The role is the force behind our customer service satisfaction and is the voice of our customers. The successful candidate will be calm and cool-headed, yet energetic; focused on maintaining strong partnerships with our dealer network and internal partners.  

This position can be performed 100% remote and located anywhere in the continental United States.

Key Responsibilities

• Own the customer experience by promptly answering dealer inquiries using call quality expectations.
• Ensure a high level of dealer satisfaction by assuming ownership of all inquiries and provide accurate and timely updates until resolution.
• Think and act in ways that put our customers first, while maintaining the business requirements
• Build and maintain strong partnerships with multiple external and internal stakeholders (including dealers, suppliers, field personnel, purchasing, logistics, and engineers) to rapidly resolve part availability needs and shipments to support company image, competitive advantage, customer and dealer satisfaction, equipment uptime, productivity, as well as grow dealer service capability.
• Provide detailed documentation of all correspondences to capture accurate tracking of our dealer inquiries and steps taken to resolve
• Provide support services to dealers including; troubleshooting, problem resolution, and supply of product or material to resolve urgent issues and reduce Total Vehicle Downtime (TVD)
• Strive for best in class service by meeting or exceeding departmental KPIs
• ***Must supply own Internet connectivity with a minimum of 10Mpbs unless able to work from a CNH Industrial established facility.***

Experience Required

• High School Diploma/GED
• 2+ years of customer service related work experience within an office setting
• Must be able to work flexible schedules with rotating shifts between 7AM and 6PM Central Time - occasional weekends required
• Typing 35 words per minute

Preferred Qualifications

The Preferred Candidate will have: 

• Previous customer service and/or call center experience
• An understanding of general customer service policies and procedures with the ability to quickly learn internal CNH Industrial systems
• Operates well in a team environment as well as a strong individual contributor
• Strong organizational skills, highly detailed and accurate
• Ability to adapt to process changes that are driven by our changing business needs
• Resourceful, with the ability to prioritize customer needs and follow through on commitments in a fast-paced work environment with a quick turn-around times.
• Experience working with Microsoft Office suite 
• Typing 50 words per minute

Pay Transparency

​The annual salary for this role is USD $50,000.00 - $70,000.00 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

What We Offer

We offer dynamic career opportunities across an international landscape. As an equal opportunity employer, we are committed to delivering value for all our employees and fostering a culture of respect.

At CNH, we understand that the best solutions come from the diverse experiences and skills of our people. Here, you will be empowered to grow your career, to follow your passion, and help build a better future. To support our employees, we offer regional comprehensive benefits, including:

• Flexible work arrangements
• Savings & Retirement benefits
• Tuition reimbursement
• Parental leave
• Adoption assistance
• Fertility & Family building support
• Employee Assistance Programs 
• Charitable contribution matching and Volunteer Time Off

EEO

US applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Applicants can learn more about their rights by viewing the federal "Know Your Rights" poster here. CNH Industrial participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You can view additional information here. 

If you need reasonable accommodation with the application process, please contact us at narecruitingmailbox@cnhind.com.