Summary :

Responsible for assisting all Distribution Business customers, technicians, and other parts personnel

in securing needed parts and supplies under limited supervision.

Key Responsibilities :

Complies with Health, Safety, and Environmental standards, policies, procedures, and regulations.

Uses appropriate personal protective equipment.

Carries out customer parts counter duties including receiving parts calls, greeting and assisting

walk-in customers, completing all paperwork and processing it accordingly, handling cash, check,

and credit card transactions.

Maintains a favorable relationship with internal and external customers by addressing their needs

and issues in a timely manner. Escalates customer issues to supervisor when needed.

Maintains a neat and clean appearance in the customer parts area and parts warehouse.

Personally leads or guides other Parts Personnel in sourcing and locating complex parts requests or

finding alternatives.

Utilizes various systems, catalogs, other resources, and collaborates with technicians to identify and

procure the parts in the most cost and time efficient manner.

Assists management in mentoring and developing less experienced parts personnel through

knowledge transfer, on-the-job training opportunities, or other methods.

Participates as a team member on parts department related improvement assignments and projects

as needed. May lead small, limited portions of improvement activities.

Ability to identify and act on opportunities with customers to upsell supporting products and

services, as appropriate.

Performs other duties that may include managing stock levels, shipping and receiving parts,

warehouse activities, inventory management related tasks, core processing, or other parts-related

duties as assigned by management.

Qualifications and Competencies :

Competencies :

Order Processing - Demonstrates the steps necessary to manage the processing of customer orders

through order receipt, exception identification and resolution to ensure orders are fulfilled to

customer requirements

Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process

customer orders, order modifications and respond to customer queries to ensure accurate and

timely order processing and query resolution.

Communicates effectively - Developing and delivering multi-mode communications that convey a

clear understanding of the unique needs of different audiences.

Ensures accountability - Holding self and others accountable to meet commitments.

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high

energy, and enthusiasm.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Warehouse Inventory Control - Manages physical inventory utilizing inventory control methodologies

to maintain inventory and meet customer expectations.

Optimizes work processes - Knowing the most effective and efficient processes to get things done,

with a focus on continuous improvement.

Customer Support - Demonstrates how proactive customer support interactions are required at each

phase of the order life cycle to ensure customer satisfaction; describes how customer support and

the order life cycle are interconnected to ensure an overall positive customer experience.

Interpersonal savvy - Relating openly and comfortably with diverse groups of people.

Education, Licenses, Certifications :

High school diploma or certificate of completion of secondary education or equivalent experience to

Proficiency in Microsoft applications, generating reports, and advanced level computer skills.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience :

Requires significant work experience or specialized skills obtained through education, training, or

on-the-job experience.

Last updated : 2024-07-02