Supervisor, Customer Operations - Parts

Job Title Supervisor, Customer Operations - Parts Job ID 27753427 Location Chattanooga, TN, Other Location Description

Astec is a global, environmentally focused infrastructure and manufacturing company of asphalt road building and aggregate processing. Our mission is to design and build the most innovative products for the industries we serve. Leveraging innovative solutions and technologies, we serve customers all over the world.

About The Position

Primarily responsible for leading a Parts team of Customer Operations Specialists. Determining customer parts requirements, preparing quotes, communicating the same, and placing orders into the proper channels.

Key Deliverables

• Oversee a team of Customer Operations Specialists – Parts
• Provide assistance to Astec direct customers.
• Locate the correct parts. Process quotes and Orders.
• Coordinate with other departments to ensure that the customer’s requests are met
• Work closely with outside sales team
  
  

Key Activities & Responsibilities

• Lead and assist a group of Customer Operations Specialists. Monitor and review workload for accuracy and timeliness.
• Answer customer calls and emails; help determine customer requirements.
• Extensive Research. Identify correct part(s) for customer using Engineering drawings, electronic and hard copy of manuals, various search engines, engineers, and other resources. Prepare and enter detailed parts quotes into Astec system.
• Work with customers to resolve problems i.e., breakdown, wrong parts, replacement solutions, returns, warranties etc.
• Follow up on orders with the various departments.
• Follow up on quotes with Regional Sales Managers and customers.
• Attend and lead meetings. Relay information to the team.
• Coordinate team training.
• Report any and all issues/concerns to Customer Operations Manager – Parts.
• Produce and distribute daily, monthly, quarterly reports as needed.
• Monitor predetermined KPI for the team
• Travel a week at a time, one to two times a year to call on customers with Outside Sales; Plant visits and trade shows.
• Attend Parts-related functions, meetings, and networking events, including lunches and dinners. (may be extended work hours)
• Crosstrain and be able to assist other teams within the Parts Dept.
• Follow company policies and procedures at all times.
• Follow proper safety rules and procedures at all times.
• Performs other duties as assigned.
  
  

To be successful in this role, your experience and competencies are:

• High school diploma or equivalent required. An Associate’s or Bachelor’s degree in business or marketing is strongly desired and or a combination of experience and training that provides the required knowledge, skills, and abilities.
• Must be able to speak and write in English fluently. Excellent oral and written communication skills.
• 4 years of work experience in similar environment preferred
• Some experience in mechanical or machinery related industry preferred.
• Ability to read and interpret mechanical and electrical drawings preferred.
• Ability to work well with others, exercise sound judgment and solve problems, work independently and effectively manage workload (well-organized), be resourceful, attention to details (meticulous) and work well under pressure.
• Ability to operate general office equipment including telephone, computer, calculator, photocopier, and scanner.
• A working knowledge of Microsoft Office products preferable.
• Must have excellent interpersonal, communication, and collaboration skills.
• Ability to travel as needed
• Must be able to meet regular attendance requirements.
  
  

Supervisor and Leadership Expectations

• Does this role have supervisory or managerial responsibilities? Yes
  
  

Our Culture and Values

Employees that become part of Astec embody the values below throughout their work.

• Continuous devotion to meeting the needs of our customers
• Honesty and integrity in all aspects of business
• Respect for all individuals
• Preserving entrepreneurial spirit and innovation
• Safety, quality and productivity as means to ensure success
  
  

Travel Requirements: 5 % of regional travel



NOTE: This position responsible for certain internal control responsibilities. These internal control responsibilities are verbally communicated to the incumbent and periodic feedback is provided as it relates to the performance of these internal control responsibilities.

WORK ENVIRONMENT

Office

While performing the duties of this job, the employee is regularly exposed to risk of injury in an office environment and occasionally a manufacturing shop plant environment. Duties include a typical office setting including extensive computer work, sitting or standing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EQUAL OPPORTUNITY EMPLOYER

As an Equal Opportunity Employer, Astec does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person’s veteran status or any other characteristic protected by law or executive order.