Skills:

• Answering questions about specific parts
• Taking and entering accurate orders
• Providing tracking and tracing
• Providing invoices upon request
• Checking inventory to ensure it is properly stocked
• Discussing technical matters with customers

Job Purpose

The Customer Service Representative is responsible for answering questions about specific parts, taking and entering accurate orders, providing tracking and tracing and providing invoices upon request. Parts technicians will also check inventory to ensure it is properly stocked and discuss technical matters with customers.

Essential Duties and Responsibilities

• Handling customer technical support cases through phone and email submission
• Takes personal accountability for job duties and results.
• Proactively communicates to dealers regarding pricing, promotions, Enterprise Change Notice (ECN), aftermarket changes, lead times, and other information relevant to customer success.
• Works with procurement to maintain up to date lead times on parts orders.
• Works with shipping to help facilitate on-time deliveries.
• Assists in coordinating parts for delivery.
• Picks and stage parts for customer orders when needed.
• Ability to assist customer in identifying parts and equipment.
• Assists in warehouse duties, stocking shelves, cycle count and physical inventory when needed.
• Maintains a clean and orderly work environment.

Education, Knowledge and Skills

• Minimum 3 years’ experience in a helpdesk environment.
• 1 year or more of basic technical support experience would be beneficial but not required.
• Team player who works to assist and support others.
• Ability to organize thoughts and communications in a logical manner, ask clarifying questions, and restate issues to ensure proper understanding.
• Ability to communicate clearly and concisely in a professional manner, both orally and in writing.
• Ability to work independently, prioritize workload, follow through on commitments, and effectively utilize available resources.
• Proficient in Microsoft Office and ERP systems.

Supervisory Responsibilities:

None

Work Environment:

Manufacturing Environment. Frequent exposure to noise, fumes and dust. Office environment (cubicle). Seated with exposure to computer screens, blue light and noise from co-workers is present.

Physical Demands:

This position occasionally lifts heavy objects and/or up to 50 lbs., may walks or stand for long periods of time and may perform strenuous physical labor. The employee lifts, pushes, pulls or carries objects; uses abdominal and lower back muscles to provide support over time without fatigue; and effectively lifts and carries heavy loads. The position requires good manual dexterity (hand, hand and arm, two hands) and multi-limb coordination. It also requires the ability to quickly move arms and legs. The employee must have excellent stamina. Seeing with the ability to read reports, data, statistics and information on computer screens are required. This position is primarily seated in an office environment. Good posture to prevent strains and the ability to work in a noisy environment are required.

Acknowledgement:

This job description is not intended to be an all-inclusive list of duties and standards of the position. Critical features of this job are described under the headings above. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Equal Employment Opportunity Employer and a Drug-Free Workplace