What are the responsibilities and job description for the Parts Support Specialist position at THE WITTERN GROUP INC?
Key Responsibilities
- Assist customers over the phone, email, or online platforms with identifying, selecting, and ordering the correct parts.
- Provide knowledgeable support by interpreting diagrams, manuals, and system data to verify part compatibility.
- Process parts orders, returns, exchanges, and warranty requests accurately and efficiently.
- Maintain up-to-date knowledge of product lines, inventory availability, pricing, promotions, and company policies.
- Troubleshoot common customer issues and escalate technical or complex cases when necessary.
- Collaborate with warehouse, service, and sales teams to ensure smooth order fulfillment and customer satisfaction.
- Update customer accounts, order notes, and case details in the company’s CRM or order management system.
- Monitor backorders, shipment tracking, and follow-up communication to keep customers informed.
- Suggest alternative parts or solutions when original components are discontinued or unavailable.
- Support team goals by meeting performance metrics related to accuracy, service quality, and response time.
