Aftermarket Customer Support Representative

Summary/Objective: The Aftermarket Customer Service Representative is the focal point for all internal and external communications regarding services to aftermarket customers for multiple brands. This position will be responsible for EDI customers, working on freight claims, researching credits, and data entry for aftermarket customers. The Aftermarket Customer Service Representative will have strong attention to detail and ability to adhere to timelines.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Order entry aftermarket; multiple brands.
• Provides administrative support to the aftermarket customers and team.
• Research credit documents in a timely manner and communicate with customers.
• Answers phone calls and assists customers as needed.
• Obtains knowledge of essential EDI functions and compliance guidelines
• Work with shipping coordinators on freight claims
• Providing customers with ETA’s and tracking numbers in a timely manner.
• Complete spreadsheets for sales or upper management.
• Work closely with the aftermarket sales team in a supporting function
• Performs other duties assigned to full accountability.
• Ensure all shipments are completed and paperwork is accounted for.

Characteristic Duties:

• Ability to build rapport with all aftermarket customers.
• Ability to build a working relationship with cross-functional teams and departments.
• Excellent organizational and time management skills and detail oriented.
• Demonstrates a positive and professional work ethic.
• Ability to work in a fast-paced environment, work on multiple projects simultaneously.

Competencies:

• Ability to communicate and resolve issues in a professional and tactful manner.
• Ability to handle problems and facilitate successful outcomes.
• Ability to adhere to timelines as set by management.
• Flexibility to accept additional tasks, duties, and/or direction from management.
• Basic Excel and Word skills.
• Strong attention to detail and organizational skills; ability to organize and maintain paperwork.
• Excellent communication skills (verbal, written and listening)
• Sets priorities in an efficient manner and optimizes time and resources to achieve desired results.
• Ability to adapt to change.

Supervisory Responsibility:

N/A

Work Environment:

This job operates in a professional office setting within a manufacturing environment. This role routinely uses standard office equipment such as telephones, computers, printers, filing cabinets and fax machines. Moderate noise (i.e. business office with computers, phones, printers and noise from manufacturing equipment). This list is not all inclusive. May operate on occasion within the manufacturing environment at customer locations.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard. The employee may frequently be required to stand, walk, use hand power tools, handle or feel, and reach with hands and arms. The employee may be required to lift/move up to 50 pounds.

Position Type and Expected Hours of Work:

This is a full-time position, and the hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m.

Travel:

Less than 10%

Required Education and Experience:

• 3 year of related experience
• 2 year of customers service experience
• Working knowledge of MS Office, Outlook and Explorer
• High school diploma or GED