Summary: The Parts Customer Service is responsible for assisting customers and other EZ Loader facilities with Trailer parts sales and customer service. They will handle all necessary email, phone, and in person parts transactions, as well as be the service contact point for trailer service.

Essential Duties and Responsibilities: Include the following other duties may be assigned.

• Customer service
  • Greet customers with integrity and assist them in finding the parts they are looking for, including answering questions, educating them on product usage and providing advice for maintenance and installation
  • Intervene in situations where a customer is dissatisfied
    • create creative solutions to maintain business when dealing with backorders, damaged parts or stock-outs
• Answers telephone promptly and courteously.
  • Return voicemail messages promptly
  • Parts department answering machine
    • Answer customer requests or disseminate information accordingly
• Follow through with email (electronic) inquiries with PN’s, pricing, etc.
  • Use well-constructed dialog.
  • Provide an electronic quote
• Enter orders into the computer system with accuracy and efficiency
  • Print and/or email Sales Orders to the correct department/location
  • o Notify customers promptly of any shortages or shipping delays

Additional Job Responsibilities

• Fill Orders for Shipment – gather, package, ship in an efficient and timely manner
  • This will require knowledge/learning different electronic shipping and receiving programs to complete daily transactions
  • Operate credit card transactions with accuracy
• Over the counter customer (OTC) sales
  • Must dress appropriately to interact with general public
  • Record all sales and/or credit customer transactions that occur
  • Follow prescribed cash, credit, and check processing procedures
    • Must be able to calculate cash efficiently and with integrity
• Assist with inventory management, verify parts are correctly stocked and displayed

All Employees

• Follow Mission, Vision & Values.
• Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers and management.
• Continue to grow lean knowledge and use the tools to identify and assist with continuous improvement.
• Comply with safety regulations and maintain clean and orderly work areas.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience: High school diploma or general education degree (GED); or 2 - 5 years related experience and/or training; or equivalent combination of education and experience. Associates degree or greater preferred. Ability to read, write and perform basic mathematical calculations. Proficiency in computers is required, particularly in Microsoft Office-based programs. Valid Driver’s license required.

Physical requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this Job, the employee will either sit or stand. The employee is frequently required to walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee may lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.

Language: Ability to read and comprehend simple instructions, short correspondence, and memos and able to write simple correspondence. Ability to effectively present information in one-on-one and small group situations with customers, clients, and other employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to be able to draw and interpret bar graphs. Ability to read and comprehend measuring tools such as a tape measure.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Other Qualifications: Must be willing to learn and practice continuous improvement techniques such as, but limited to, 5S and set-up reduction. Able to participate and lead in a team-oriented environment with the willingness to assist and train others. Demonstrate safe behavior and support department/plant Safety goals in a continuous improvement process. Able to work a flexible schedule, including overtime, weekends before and after schedule as needed. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Working conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The noise level in the work environment is usually moderate.