Customer Service Parts Specialist

Position Summary:

The Customer Service Parts Specialist ensures delivery of world-class customer service through fast and accurate processing of part orders. The CSPS promotes customer loyalty by building and maintaining business relationships with both internal and external customers by providing prompt and accurate service.

Supervisory Responsibilities: 

None

Specific Duties and Responsibilities:

• Works with internal and external customers to remedy parts issues related to service.
• Works with internal and external customers to resolve discrepancies.
• Performs all tasks within the department as assigned to include:
• Take inbound calls from customers (call center environment).
• Provide parts quotes
• Track and expedite parts orders daily
• Process credit cards for cash payments
• Perform inbound/outbound calls and/or email quotes to customers
• Create purchase orders for parts needed from vendors to cover partial orders and/or on hand shortages
• Create a daily open order report and run daily numbers for parts, repair, & field service.
• Process and manage emails and website parts orders on a daily basis
• Process estimates and approvals
• Data entry of parts orders into KSI programs.
• Manage and maintain inventory for the parts department
  • Transfer inventory between internal departments
  • Replenish inventory by completing requisitions
• Prepare and update report based on tasks assigned
• Participate in departmental meetings
• Review and evaluate job description annually
• Perform any and all duties as assigned by manager
• Provide Proforma invoices for international customers, ASC’s and distributors
• Return phone calls and email same day received on a consistent basis
• Provide customer confirmations of the orders received and entered by email
• Track and report phone calls on call log spreadsheet
• Ensure all orders are entered fully and accurately; customer information, shipping information, part numbers, quantity, phone number, email, and point of contact
• Ensure quality control is priority when packing each shipment
• Ability to read assembly and part prints

Performs other duties as assigned.

Equipment to be used: 

PC, calculator, telephone, copy machine, fax machine and UPS scales/shipping

Typical Physical Demands:

Regularly sit, hear and talk, stand or walk. Specific vision abilities include close vision and ability to focus. Must be able to lift up to 40 pounds on a regular basis.

Typical Mental Demands:

Read and comprehend simple instructions, short correspondence, and memos. Effectively present information to customers, clients, and coworkers.

Working Conditions: 

Quiet, temperature-controlled office and shipping/receiving environment.

Education and Experience: 

• High School diploma required. Associates degree preferred.
• At least two years of clerical experience and/or customer service experience preferred.

Skills:

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to learn and retain the Customer Service Department, KSI products, components, and pricing.
• Ability to work under pressure and manage multiple tasks.
• Ability to set appropriate priorities, responds to changes, and demonstrates flexibility.
• Ability to learn and perform duties of other customer support positions
• Ability to perform data entry quickly and accurately.
• Working knowledge of Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint.
• Ability to learn software applications specific to KSI.
• Phone skills with the ability to maintain a professional and positive telephone interaction with both internal and external customers.
• Strong interpersonal skills to support team efforts and the needs of the organization.
• Research and troubleshooting skills. Must be able to provide effective, timely resolution to a range of parts problems and customer inquiries.
• Basic mathematical skills.
• Willingness to be a team player.
• Ability to multi-task and work with minimal supervision.