Customer Service Representative

Auto req ID: 12721 
Title: Customer Service Representative 
Job Function: Customer Service 
Company: Harley-Davidson Motor Company 
Full or Part-Time: Full Time 
Shift: SHIFT1 

 

At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

 

The Harley-Davidson Motor Company Corporate Headquarters in Milwaukee, WI is the site where the first H-D factory - a wooden shed - was built in 1903 in the backyard of the William C. Davidson family home. Join our team as a Customer Service Representative.

Job Summary

At Harley-Davidson we deliver world class Customer Experiences through our enthusiastic and professional employees. The Representative Customer Service works as an integral part of the Customer Support Center (CSC) and  will provide customer support of the pre and/or post online sales process through direct interaction with customers via phone, email and live chat to resolve issues, facilitate order placement and/or answer customer questions.This position involves responding to a variety of challenging inquiries, making decisions, sometimes without established resolution methods and working with multiple areas within Harley-Davidson to assure resolution of routine and non-routine issues and inquiries. This position will work varying shifts on weekdays to support the business operations.
This position is responsible for understanding, troubleshooting, resolving and providing clear and complete documentation of customer problems and requests, as well as meeting pre-established metrics in a fast paced, Customer-led team structure.
 

Job Responsibilities

  • Employee will be responsible for interacting professionally with a variety of stake holders via various communication mediums (written and/or verbal)
  • Work with stakeholders to promptly and accurately resolve problems and identify and communicate trends
  • Continually meet or exceed minimum pre-established metrics for customer service quality as monitored on a weekly, monthly, and yearly basis
  • Work with multiple internal stakeholders to access available information, conduct research or gather data to solve complex customer inquiries and problems
  • Demonstrate and continuously improve knowledge of all Vehicle, Parts & Accessories, General Merchandise, and other Harley-Davidson programs and procedures
  • Participate in a self-directed work team and hold self and team members accountable to team determined guidelines, rules, and policies in a constructive manner

Education Requirements

Degree Not Required

Education Specifications

 N/A

Experience Requirements

Required

  • Typically requires a minimum of 4 years of related experience
  • Experience providing customer support of the pre and/or post online sales process through direct interaction with customers via phone, email and live chat to resolve issues, facilitate order placement and/or answer customer questions
  • Experience in technical customer service/account management, wholesale customer relationship management, call center, or order system management
  • Demonstrated ability to effectively communicate, influence and resolve issues using various methods (telephone, email, face-to-face, etc.)
  • Ability to work with team members to solve problems that may not have an established resolution method

Preferred

  • Demonstrated ability to work with minimal supervision
  • Ability to find creatve solutions to complex problems while operating within Company policies
  • Motorcycle rider that holds a motorcycle license

 

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.

 

We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.

 

Applicants must be currently authorized to work in the United States.

 

Direct Reports: No 
Travel Required: 0 - 10% 
Visa Sponsorship: This position is not eligible for visa sponsorship 
Relocation: This position is not eligible for relocation assistance 

 

 

 

 


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