Customer Service Representative (Metro)

POSITION SUMMARY

The Customer Service Representative plays a key role in supporting our customers by managing daily inquiries, coordinating orders and documentation, and ensuring the accurate and timely delivery of products and information. This position combines relationship management, technical guidance, and crossfunctional coordination to effectively support customer operations. Your strong communication skills, attention to detail, technical aptitude, and the ability to build relationships while navigating complex customer needs and internal processes will be an asset to our organization where teamwork and integrity are valued.

*This is a hybrid role with a requirement of 4 days per week in office at our Delaware, Ohio location.

WHAT YOU WILL DO:

• Serve as the primary point of contact for customer inquiries related to pricing, product availability, orders, contracts, and returns.
• Build strong relationships with customers by understanding their operational needs, product usage, and purchasing trends.
• Assist with bids and proposals by reviewing requirements, gathering documentation, and coordinating internal approvals.
• Support ongoing contract management, including tracking contract items, profitability, and escalations.
• Provide basic technical assistance using product manuals, engineering drawings, and internal resources to help customers identify the correct parts or solutions.
• Recommend alternative or compatible products when appropriate.
• Monitor open orders and work with internal teams to resolve discrepancies, including pricing, quantities, lead times and delays.
• Coordinate key customer processes including quote preparation, returns, and required documentation.
• Maintain accurate customer, product, and pricing information in the ERP system by completing data updates and supporting system requests.
• Drive continuous improvement efforts to enhance customer experience, streamline processes, and support business goals.
• Attend tradeshows as required.
• 10% travel required.

POSITION SUMMARY

The Customer Service Representative plays a key role in supporting our customers by managing daily inquiries, coordinating orders and documentation, and ensuring the accurate and timely delivery of products and information. This position combines relationship management, technical guidance, and crossfunctional coordination to effectively support customer operations. Your strong communication skills, attention to detail, technical aptitude, and the ability to build relationships while navigating complex customer needs and internal processes will be an asset to our organization where teamwork and integrity are valued.

*This is a hybrid role with a requirement of 4 days per week in office at our Delaware, Ohio location.

WHAT YOU WILL DO:

• Serve as the primary point of contact for customer inquiries related to pricing, product availability, orders, contracts, and returns.
• Build strong relationships with customers by understanding their operational needs, product usage, and purchasing trends.
• Assist with bids and proposals by reviewing requirements, gathering documentation, and coordinating internal approvals.
• Support ongoing contract management, including tracking contract items, profitability, and escalations.
• Provide basic technical assistance using product manuals, engineering drawings, and internal resources to help customers identify the correct parts or solutions.
• Recommend alternative or compatible products when appropriate.
• Monitor open orders and work with internal teams to resolve discrepancies, including pricing, quantities, lead times and delays.
• Coordinate key customer processes including quote preparation, returns, and required documentation.
• Maintain accurate customer, product, and pricing information in the ERP system by completing data updates and supporting system requests.
• Drive continuous improvement efforts to enhance customer experience, streamline processes, and support business goals.
• Attend tradeshows as required.
• 10% travel required.

WHAT YOU NEED TO BE SUCCESSFUL:

• High school diploma or GED; postsecondary education is an asset.
• Experience in customer service, account coordination, sales support or a related role.
• Experience working with ERP systems and strong proficiency in Microsoft 365 applications.
• Technical aptitude with the ability to interpret technical drawings or manuals, or a willingness to learn.
• Knowledge of transit vehicle or mechanical systems is an asset.
• Strong communication and relationship building skills.
• High attention to detail and comfort working with data, pricing, and order information.
• Strong organizational and time-management skills.

WHY JOIN OUR TEAM:

• Be part of a team leading the world's electrification of mass mobility and creating a better product, a better workplace, and a better world
• Competitive wages and comprehensive benefit package
• Paid holidays and vacation
• 401K with generous company match
• Inclusive workplace culture that values and empowers team members
• On-the-job training in a continuous learning environment (we invested $15.9 million in 2024)
• Advancement opportunities within our family of companies

OUR WHY: We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable.

NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions. News and information are available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.arbocsv.com, www.alexander-dennis.com, www.carfaircomposites.com and www.nfi.parts.

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