Job Description

Purpose

Processes and expedites customer inquiries, quote requests and parts orders received via telephone, fax, email, online store or other means.  Proactively promotes company parts and aftermarket products to assigned accounts and other customers including monthly parts promotions.

Essential Job Functions 

• Represent the department and company in a professional manner, maintaining a positive and pleasant demeanor at all times dealing with customers by telephone, written communications or in person.
• Provide accurate and prompt information to customers pertaining to orders for parts, and encourages the sale of required part(s) and service(s) provided by the company as well as initiating opportunities to upsell related parts or other parts offered by the company.
• Process and follow up on customer parts orders and quotes in SAP system while discussing matters of pricing, availability, and method of shipment. Fax or email quotations and order confirmations to customers as necessary.  Monitor backorders weekly including expediting with the purchasing department. Close open orders and see that customer orders are shipped in a timely manner with appropriate urgency.
• Perform outbound calls to promote monthly parts specials and drive new business or parts sales.
• Successfully manage assigned customer accounts.
• Assist the credit department to resolve credit issues that adversely affect customer accounts.
• Offer substitute parts options in the event current parts inventory does not fulfill customer’s urgent needs.
• Provide information to Purchasing Department and Forecast Analyst on parts that are on back order to expedite delivery to the customer and improve spare parts forecasting.
• Process online orders, promote online store to customers, provide feedback on improving the site content.
• Process returns for customers as needed and assist receiving department with questions concerning the return.
• Communicate with Warranty Department on potential warranty parts orders.
• Assist shipping department with “will-call” customers as needed.
• Communicate parts book updates, errors or omissions to Publications Department.
• Create recommended spare parts lists for new or used equipment to promote parts sales.
• Perform other Call Center functions as requested by management. 

Requirements 

Physical Demands:

• Perform stationary work 85% of the time using a computer and applicable office equipment
• Move about inside the office and production areas of the building 15% of the time to access files, office equipment and communicate with colleagues 

Education/Skills/Experience:

• High school diploma or equivalent, preferred
• Excellent communication and interpersonal skills, both written and verbal, required
• Computer savvy with proficiency in Microsoft Office, SAP, and Salesforce, required
• Ability to multitask effectively
• Demonstrate a sense of appropriate urgency for customer needs
• Ability to problem solve quickly
• Previous parts sales and customer service experience preferred
• Packaging and Shipping experience preferred
• Experience in mechanical and hydraulic industry or construction equipment preferred