Job Description

The Opportunity - Customer Uptime Specialist

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About the role:

The successful candidate will be working within our dealer facing Customer uptime team and report directly to the Customer Service Manager. You'll be focusing on resolving aftermarket parts enquiries raised by the dealer network on the wide range of current JCB products.



The role requires candidates with experience of successfully delivering problem solutions within a large corporate environment, with a focus on exceeding service targets and supporting continual service improvements. The CUS will work with our Purchasing, Inventory, and Operations teams, as well as our 3rd Party Logistics Providers to ensure that parts supply, warehousing, and distribution performance exceeds the expectations of our customers. The role will also involve directing and acting as a point of contact for dealers to ensure that parts support is available for all technical and logistical concerns.



Further to this, the role will require the individual to be able to manage and deliver projects alongside the day-to-day workload that drive improvements, both internally and externally, in our customer's experience with JCB.

What does this role involve day to day?

Resolving aftermarket parts enquires raised by the dealer network through the JCB TechWeb system

Ensure fast and accurate response to dealer concerns

Engage with operational teams and the dealer network to identify opportunities to reduce case volume

Communicate effectively at all levels of the organisation

Deliver against performance reports and KPIs to driver service delivery improvements

Bring forward new innovative and efficient ways of working and streamlining processes to gain overall service improvements

Lead and deliver projects to drive improvements in JCB Customer Service

This will be suited to you if

You have a sense of urgency to deliver fast and accurate responses to dealer concerns

You have a proactive approach and adaptable mindset

You are passionate to find first time solutions

You have the confidence to work both collaboratively and independently

You have excellent verbal and written communication skills with the ability to communicate effectively at all levels of an organisation

You work effectively in a fast-paced environment

You have strong IT skills and preferably SAP experience

You have experience in customer support, warehouse operations, logistics and parts supply

What happens next?

Ordinarily, our Resourcing Team reviews and shortlists CVs. If shortlisted, you'll speak to one of our Recruiters to discuss the role further. Our interview process usually consists of an initial teams interview followed by an in-person interview. We'll keep in touch throughout the process but if you have any questions, please get in touch at recruitment@jcb.com

What's in it for you?

This is your chance to join a company that values expertise not only in rewards but also in real employee care. At JCB you don't just get a competitive salary, 33 days' holiday and access to our company pension--you can also use our onsite gym, in-house doctor and dentist. We have an ULEV car scheme available for our employees too. Then there's the JCB Rewards Hub, which gives you discounts with high street retailers. Feel like biking to work? There's our Cycle to Work Scheme.

We value diversity and welcome applications from candidates from all backgrounds.

We're committed to ensuring our recruitment process is fair and inclusive. If you face any accessibility challenges with your online application and require additional support, you have the option of speaking to a member of our Recruitment Team who can support you to complete an application in an alternative format. If you would benefit from this support, please email recruitment@jcb.com, and a member of the team will be in touch.

Recruitment Agencies: JCB does not accept any speculative approaches to present candidates for advertised vacancies.