Customer Service Representative

AXN Heavy-Duty

AXN Automotive Systems is serving the heavy-duty trailer, truck, and off-road equipment industries.

Headquartered in Louisville, Kentucky, and founded in 2009, AXN operates with the strength and expertise of our parent company, Randoncorp.

We delivering world-class solutions for the trucking, trailer, and commercial vehicles. As an American supplier, AXN takes pride in its local manufacturing and content, ensuring high-quality production and reliable supply chain solutions for customers across North America.

https://axn-usa.com/

https://www.randoncorp.com/en/

Market:

Experience in: Heavy-duty trailer and truck markets for both OEM and aftermarket

Main products: Trailer Axle – Trailer Suspension – Hub and Drum – Air Tanks - Bogie

POSITION SUMMARY

This position is a key support position for customers and company’s commercial team.

Main goal is to help ensure customer satisfaction through an effective level of support, communication and follow up. Customer Service supports the sales process and is an integral part of the commercial team.

The position is responsible for delivering outstanding service to customers. Plays a vital role in daily operations within the customer service department, ensuring that quality standards and customer satisfaction goals are consistently met or exceeded. Your role does the interface among departments to ensure the product will be delivered to customers.

POSITION MAIN RESPONSABILITIES

• Your responsibilities include scheduling and workflow management.
• You handle complex customer issues, provide support to commercial team, and develop solutions for challenging situations.
• Additionally, you collaborate with other departments to maintain consistency in customer interactions and service policies.
• You ensure compliance with company policies and procedures while adapting to evolving business and customer needs.
• In short, you serve as the essential link between the company and its customers, ensuring positive and efficient interactions.

· Customer Service – Maintain timely and effective communication with Sales Team on Customer Matters

· Customer Service – Direct communication with customers in North America

· Establishing achievable customer satisfaction goals

· Ensuring prompt responses from each Customer

· Ensuring the overall satisfaction and loyalty of all customers

· Investigate customer service issues as needed

· Conduct customer surveys

· Completes customer service analytics reports

· Makes data-driven recommendations

· Monitors daily customer service output

· Remains calm in escalated customer interactions

· Demonstrates strong problem-solving and analytical skills

Position Requirememnts

Experience: Minimum of 3 years of experience in customer service or a similar role is required, with a proven track record of attentiveness, effective communication and problem resolution.

Specific knowledge: Good understanding of industrial products, commercial vehicles are preferred.

Technical skills: Knowledge of NetSuite as well as Microsoft Excel, Word and Outlook

Soft skills: Teamwork, written and oral communication, customer orientation, and interpersonal skills are necessary to effectively work within the team and interact with customers. Excellent written and verbal communication skills. Effective listening skills and patience and tolerance when dealing with difficult customers, Fast response time, Problem-solving and decision-making skills, Knowledge about the processes involved in resolving product related issues when highlighted by a customer, Proficiency with company software.

Additional Information:

• The work is to be performed on site at Louisville – Kentucky.
• Indefinite U.S. work authorized individuals only.
• Future sponsorship for work authorization unavailable.
• Please note that candidates who have been offered the position must pass screenings before their start date.

Benefits:

• Paid Time Off
• BCBS Medical
• Vision
• Dental
• 401K
• Group Life Insurance/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

Salary Range: $55 - $65K

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person