About this role
Job title: Customer Care Coordinator - Aftersales Parts
About the Role
Join AGCO as a Customer Care Coordinator for Aftersales Parts, collaborating with multi-brand distribution partners, dealer networks, export distributors, and internal teams to deliver high-quality aftersales customer service. This role embraces the Farmer First mindset while driving sustainable results and continuous improvement in service delivery.
What You'll Do
- Respond to dealer inquiries via phone and email within defined SLAs using Salesforce, providing clear updates on actions taken, resolutions, pricing, and order status to maintain strong customer satisfaction.
- Oversee customer backorders and machine breakdown escalations; maintain breakdown delivery records; resolve OASIS order exceptions; follow up to ensure timely case resolution.
- Work closely with Logistics, Shipping, Procurement, Warehousing, Factories, and Customer Service to resolve freight issues, improve delivery performance, support dealer aftersales needs, and arrange out‑of‑hours parts support when required.
- Produce and review daily open‑order reports, validate purchase order details, monitor customer support KPIs and Salesforce dashboards, and track immobilized machine cases with timely escalation and dealer communication.
- Manage dealer accounts and Direct from Supplier orders in OASIS, create sundry invoices and credits, participate in seminars and company events, and support extended European shift operations during peak harvest periods.
What We're Looking For
- 6+ years in a Customer Care Coordinator role with hands-on experience in both virtual and face-to-face customer support, driving enterprise‑level support across global regions and managing effective working relationships with the business.
- Strong English speaking and writing abilities.
- Track open orders, backorders, and machine breakdown cases in OASIS, ensuring timely follow‑ups and escalations.
- Coordinate daily with Logistics, Shipping, Procurement, Warehouses, and Factories to resolve delivery and parts issues.
- Proficient in Excel, including basic VLOOKUP functions and familiarity with Pivot Tables, along with working knowledge of Salesforce or other ERP systems used in customer and operations management.
- Demonstrates strong analytical skills, structured thinking, and a self-starter attitude, with flexibility to work across different time zones to support global business needs and meetings.