Customer Service Representative - After Sales Parts

The Customer Service Specialist III role is centered around managing warranty parts claims, purchase order processes, and system knowledge for Walmart, Food Lion, and other key accounts. The employee will be responsible for updating internal warranty metrics, processing POs, investigating warranty claims, and applying corrective actions. Additionally, the position involves managing service parts inboxes, executing urgent supplier fee applications, and navigating various databases like TSS. The candidate will also create process instructions, maintain essential customer-specific PO policies, and handle freight claims.
 

Essential Functions, Duties, and Responsibilities
Tasks may include, but are not limited to the following:

·       Update internal warranty metrics to ensure data accuracy.

·       Apply urgent supplier fees as needed for expedited parts and services.

·       Perform Goods Receipt (GR) on drop-ship orders and INTAL/Services Pos’.

·       Navigate the TSS database to perform searches and manage relevant part data.

·       Manage inbox categories for service parts and ensure timely processing.

·       Maintain knowledge of parts systems and execute related processes.

·       Ensure compliance with Food Lion strategy parts policies and Walmart-specific PO processes.

·       Maintain Walmart Pulse PO and SDI PO systems, ensuring accurate data input and tracking.

·       Oversee the freight claim process, handling any claims related to damaged or lost goods.

·       Investigate warranty parts claims, identifying root causes and applying corrective actions.

·       Create and maintain process instructions to improve workflow efficiency.

·       Respond to Field Service Reports (FSR) with root cause analysis and corrective actions.

·       Manage Walmart-related purchase orders, quoting, and remodeling projects.

·       Retrieve equipment photos for internal and external use.

·       Utilize SDI Zeus process for Walmart-related inquiries and tasks.
 

Qualifications: Education, Experience, and Skills
Required:

·       High school diploma or an equivalent combination of education and experience. Bachelor’s degree or equivalent is preferred.

·       4 years related experience.

·       Excellent Interpersonal and communication skills

·       Possesses the ability to oversee multiple tasks, stay organized, and focus on details. 

·       May require advances problem solving skills
 

Associated Knowledge, Skills, and Abilities
·       Proficient in Microsoft Excel

·       SAP knowledge
 

Core Job Competencies
To perform the job successfully, an individual should demonstrate the following job competencies:

·       Cooperation/Teamwork – Works harmoniously and contributes to building a positive team spirit while working with others to get a job done; responds positively to instructions and procedures.

·       Oral/Written Communication – Expresses oneself clearly in conversation and expresses oneself clearly in business writing. Listens and gets clarification while following work instructions. Responds well to questions. Uses grammatically correct, concrete, specific language.

·       Attention to Detail – Ability to process detailed information effectively and consistently including but not limited to following verbal and written instructions.

·       Attendance/Punctuality - Is consistently at work and on time and instills same in team members supervised.

·       Fostering Innovation – Ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures, or technologies.

·       Managing Work - Establishing a course of action for self and/or others to accomplish specific goals by planning proper assignments of personnel and appropriate allocation of resources.

·       Results Orientation – Ability to focus on the desired result of one’s own or team’s work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
 

License/Certification
Preferred: N/A
 

Working Environment & Conditions/Physical Requirements
·       Will sit for extended periods of time at a desk with extensive computer work
 

Equipment or Machines Routinely Used in This Position
·       Computer/ Laptop

·       Printer

·       Telephone