Sales and Operational Support Specialist

Job Summary

At PFlow Industries, you won’t just be another employee—you’ll be an employee-owner shaping our future. As a 100% employee-owned, industry-leading manufacturer, every team member has a voice, a stake, and a reason to be proud of the work we do. We’re a growing, multi-year Top Workplace Winner with a strong, family-oriented culture where people support one another and succeed together. If you thrive on variety, enjoy problem-solving, and want to be part of a winning team that truly values its people, this is your opportunity to grow your career and make an impact.

As a Cartveyor Operational Support Specialist, you’ll be responsible for managing a high volume of incoming inquiries and providing comprehensive support to internal and external customers, dealers, and installers regarding parts for Cartveyor (CV, DCV & GK) equipment. This role is responsible for generating detailed quotations, processing sales orders, and resolving product or service issues independently ensuring all are done in accordance with company procedures and policies meeting internal and external customer requirements.  This role will also be involved in project management, materials management and continuous improvement initiatives. 

Skills Needed: 

• Strong time management and organizational skills combined with detail orientation and a high degree of accuracy in all tasks.
• Ability to handle multiple competing priorities, work under pressure and meet deadlines while producing accurate, high-quality work.  
• Self-motivation and the ability to work independently and as part of a project team  
• A “can do” attitude with a willingness and ability to exceed customer expectations. 
• Ability to exercise diplomacy and tact in all verbal and written communications.  
• Excellent problem-solving skills and the ability and desire to develop, implement and communicate practical solutions.  
• Excellent communication skills to effectively relay verbal and written information in a professional manner to all levels of management, all departments and customers. 
• Ability to exercise diplomacy and tact in all verbal and written communications. 

Role & Responsibilities: 

• Leads communication with customers and internal teams, providing assistance and problem resolution.  
• Manages a high volume of incoming calls and emails from customers, dealers, installers and end-users regarding parts needed to repair or maintain the full range of PFlow Cartveyor equipment.  Must respond to all inquiries in a timely manner that meets or exceeds the customer service response standards set for the Cartveyor Business Unit.   
• Generates detailed quotations, processes sales orders and provides comprehensive frontline support to PFlow customers by managing requests from initial inquiry to completion ensuring customer satisfaction.  
• Initiates and manages Case ID’s, warranties and RMAs (Return Material Authorizations) in M2K system.   
• Provides proactive tracking information and updates to customers.     
• Researches and identifies parts needs independently by locating drawings, manuals, part numbers and consulting with Technical Support Advisors or Engineering, as needed.  
• Resolves product or service issues promptly and independently by clarifying the customer’s concern, determining root cause, explaining resolution steps, expediting the correction and managing through to resolution.  
• Escalates critical internal and external customer issues to Cartveryor leadership in a timely manner.  
• Identifies continuous process improvement opportunities.  
• Collaborates with internal departments to generate detailed quotations for field repairs and equipment upgrades.  
• Builds cross-departmental working relationships through open and timely communication and collaboration to resolve issues and deliver an exceptional customer experience.   
• Maintains a strong working knowledge of PFlow Industries‘ procedures, processes, products and pricing strategies to ensure compliance.  
• Follows all documentation procedures to ensure customer information is saved in a central location and easily accessible to ensure timely responses in accordance with required procedures.  
• Assists with accounts receivable collections when needed.  
• Assists in leading Cartveyor sales, service and operational business unit project management initiatives.  
• Assists Cartveyor Materials Manager with material planning process execution and project implementations.