Customer Service Specialist - Spare Parts

This position is responsible for assisting internal and external customers in purchasing necessary spare parts for their equipment via phone, fax, email and/or other written media while maintaining a high level of customer service and increasing spare parts sales. Other duties include filing of all written documents; routinely updating the Parts Team essential documentation/manuals and generating customer requested quotes.

Working schedule will be Tuesday – Friday 8:00 a.m. to 5:00 p.m., and Saturday 8:00 am to 4:30 p.m. with Sundays and Mondays off. During the training period, the working schedule will be Monday - Friday 8:00 a.m. to 5:00 p.m.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Take spare parts orders from our customers by phone, email, fax and voicemail and send confirmations to customers and file copies. Request information from our factory as necessary to complete customer orders as quickly as possible. Make arrangements for parts shipments to the customers and service technicians. Follow up to ensure in-stock rush shipments are made the same business day. Order entry will be timely and accurate. Interacts in a friendly and professional manner with all customers. Consistently follows up on parts orders by contacting the customer and verifying customer satisfaction. Makes calls to our customers and fosters a pro-active approach to great customer service.
• Research part numbers via ERP system or fax to get complete part number, price and description.
• Prepare machine spare parts quotes for our customers, sales team and technicians in a timely and accurate manor, and follows up close the sale.
• Routinely update the Parts Team’s technical documents with all updates from the factory. Placed all factory updates in the appropriate manuals within one week.
• Travel as required to assist customers with spare parts related issues and fosters good customer service levels.
• Actively participate in the training program for the new Parts Team members.
• Assist customers with return merchandise/spare parts. A Return Order Number will be assigned at the time of call, and all relative information will be entered into SAP. Additionally, the return will be noted in a manner to ensure that the returned goods are directed to the appropriate party upon arrival at our facility.
• Maintain a database of customer follow-up calls, quotations pending, spare parts custom-kit lists provided, and routine calls.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or general education degree (GED) and one - year related experience in sales or customer service.