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Customer Support - Industrial Products

Louisville, KY, US

Job ID: 5062 

Location: US-KY Louisville HR 

Department:  Customer and Product Support 



This role supports our customers who use our heavy equipment products.  A strong aptitude in machinery maintenace and industrial product support is highly desired.  This team is engaged in all activities associated with the resolution of customer complaints regarding the organization's products or services. This may include/utilize call center and/or customer service resources to investigate customer complaints.


Responsibilties include but are not limited to:

  • Receive and respond to all customer inquiries and complaints within a 24 to 48 hour turn around via email or phone.
  • Manage all assigned orders with focus on "emergency" order by expediting thru supply chain.
  • Enter requisitions for order placement with supply chain.
  • Communicate to factory thru the Help Desk system (follow-up, follow-thru, and close issues once resolved)
  • Manage a portfolio of 10+ dealers and oversee all aspects of their orders from start to finish, which would include backorders
  • Complaint resolution or move to appropriate team member for resolution.
  • Other duties as assigned.


Basic Qualifications:

  • 3+ years experience working in a sales support or parts role
  • High school diploma or GED


Preferred Qualifications:

  • Preference will be given to candidates with demonstrated job knowledge and experience with hydraulics and electonic parts and components for heavy machinery
  • Bi-lingual language skills a plus - Preference for Spanish speakers
  • 1 year experience w/Oracle-based ERP or SAP
  • Experience reading and understanding parts manuals
  • Preferred candidate will have mechanical inclination/understanding to maximize effectiveness in the role
  • Experience working within specialized call center for strong orientation for prompt accurate response
  • Patience and persistence in service of the customer and the ability to work under pressure.  Must be able to provide accurate and fast response to customer needs.
  • Strong problem solving skills w/the ability to think critically and outside-the-box
  • Ability to write and communicate professionally with both customers and co-workers.
  • Able to speak, read, and write fluently in the English language. 
  • Proficient in the use of MS Word and Excel programs.
  • Demonstrated ability to work closely in team environment w/manager and co-workers
  • Strong ability to be able to work independently with very little supervision
  • Strong time management and prioritizing skills with the ability to work across 3 different time zones
  • Needs to go the extra mile while maintaining a positive attitude
  • Needs to be able to work longer hours if necessary during peak season

**Please note hours for this position would either be 8-5 or 9-6 Monday thru Friday. 


Location: US-KY Louisville HR 

Department: Customer and Product Support 

Job ID: 5062 


Terex Overview:

Terex Corporation is a $4.5 billion, publicly traded global manufacturer of lifting and material processing products and services. The company is passionate about producing equipment that improves the lives of people around the world. Terex operations are global, yet each office or factory is a close-knit community. Terex provides team members with a rewarding career and the opportunity to make an impact. The company values diversity and inclusion, safety, integrity, respect, servant leadership, courage and citizenship. It encourages continuous improvement and offers free courses available through Terex University. Women@Terex provides a supportive network for Terex women in their jobs and careers. It’s an exciting time to be part of the expanding manufacturing sector. Terex is a place where you can work and grow. Come talk to us!


Additional Information:

It is the policy of the company to attract and retain the best qualified employees. We are committed to providing employment opportunities to the most qualified internal or external candidate based on work-related factors and without regard to non work-related factors including race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or veteran status as a special disabled veteran, Vietnam Era Veteran, or other qualifying veteran.


The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.


Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.



Nearest Major Market: Louisville