Service and Support
CNH Industrial is a world-class equipment and services company dedicated to advancing the noble work of agriculture and construction workers. Driven by our shared purpose of Breaking New Ground, we are passionate about bringing Innovation, Sustainability, and Productivity to all that we do. As a truly global company, CNH Industrial’s 37,000+ employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world through our core brands: Case IH, STEYR, New Holland Agriculture, CASE, and New Holland Construction.
The Dealer Escalation Specialist is an empowered and vital direct link between multiple crucial team members (including dealers, vendors, field personnel, as well as manufacturing, logistics, and supply chain to rapidly resolve part availability needs and orchestrate critical shipments to improve company image, competitive advantage, customer and dealer satisfaction, equipment uptime, as well as cultivate dealer service capability. This position is 100% remote and can be located anywhere in the U.S.
- Negotiate orders, coordinate shipments, and supervise related activities of third-party vendors to ensure part orders flow optimally through systems and processes in accordance with our organization’s customer service standards with the goal of reducing customers machine down-time.
- Navigate through multiple software platforms and prioritizing daily responsibilities and job goals
- Provide problem resolution to the dealer in a clear, detailed, and empathetic manner.
- Ensure all inquiries and responses meet or exceed standards to improve dealer satisfaction.
- Understand traffic transportation rules and regulations such as, carriers, weight constraints and shipping charges
- Understand and striving to meet or exceed contact center metrics while providing excellent, consistent, ‘world-class’ customer service.
• Associate degree or equivalent experience.
High School Education or equivalent experience plus 2 years of customer service work experience.
• Six months Contact Center and/or Customer Service experience working daily in multiple computer systems, including Outlook and Microsoft Office Suite (Word, Excel, Powerpoint, etc.)
• Minimum typing skill of 35 wpm
CNH Industrial offers a wide variety of benefits that not only encourages wellness and preventive care, but we also provide the right tools and programs to help you achieve it. Our benefits package includes medical, dental, vision, disability, and life insurance. Our industry leading 401k will support you in meeting your retirement objectives. Additional benefits include paid parental leave, flexible work policies, opportunities for self-development and paid leave for specific activities. Click here for more information!
The annual salary for this role is $56,000 – $81,000 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)
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 « EEO is the Law » poster and its supplement 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.
Read about our company’s commitment to pay transparency by clicking this link: pay transparency notice.
Canada applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, colour, religion, sex, sexual orientation, gender identity, nationality, place of origin, disability, marital status, family status, age, or any other ground prohibited by applicable provincial human rights legislation.
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