Technical Support Representative jobs in Rock Island, IL

Hybrid once training is fully complete and the contingent has shown aptitude in their work. Hybrid schedule will be at the discretion of the manager.
Shift and hours: Mon-Fri 7-3:30 pm (some holidays are required)
Training schedule: Mon-Fri 7:30-4 pm

Description:

• Investigate, resolve, and respond to overage and shortage claims using various methods including pulling and evaluating parcel and grid trips
• Assign error case code accordingly based on the outcome of the investigation
• Consider approval for shipping errors that require processing exceptions
• Interact with John Deere dealers daily by phone (outbound calls) and email
• This position makes outbound calls to John Deere dealers on a daily basis. The only inbound calls received are calls being returned by the dealers. This is not an inbound call center position.
• Communicate with carriers and outside suppliers to obtain tracking information
• Morning tasks to include running notes job, entering notes into each case, pulling picker reports & splitting cases before cases can be worked each day
• Ending tasks to include authorizing return IDs associated with the overage/shortage case, crediting those return IDs, updating case log for cases worked and sending end of day update
• Support team metrics while working in a high-volume/high-pace environment
• Provide cross functional support to warehouse operations teams