Parts specialist

Summary :

The Customer Service Parts Specialist works within Lely North America’s Integrated Supply Chain Team providing comprehensive support to North American Lely Centers, primarily focusing on addressing parts and service-related issues for Lely Products within the dairy industry.

Serving as the go-to expert for spare parts, this position facilitates seamless communication and coordination within the organization, ensuring efficient resolution of challenges.

Being innovative is a must for us and taking steps to improve our service is our goal for excellence.

Main Tasks

Essential Duties and Responsibilities :

• The Parts Specialist operates with a customer-centric approach, handling complex operations with professionalism and expertise, managing the customer experience by proactively devising solutions that not only meet but exceed customer expectations, including the development of tailored part kits and setting optimal order quantities based on requests.
• Manage customer inquiries via phone, email, and online portals, in addition to promptly addressing complaints effectively.
• Work in collaboration with Lely NA Supply Chain offering insights into the criticality of parts and optimal stocking levels considering market demand trends for specific components, and in the establishment and configuration of new part numbers.
• Be the subject matter expert for internal support for comprehensive insights into various parts-related matters. This encompasses guidance on obsolescence, integration of new parts, and furnishing sales data to inform product management decisions.

In addition, the Parts Specialist will assist in implementing special programs for field updates upon request.

Administering orders, tasked with handling order entry and management for both domestic and international customers as required.

Offering timely updates on the status of orders, including exploring alternative ordering options for customers when necessary.

In addition, the parts specialist is responsible for authorizing parts returns from our customers in accordance with Lely NA’s established guidelines and protocols.

• Work cohesively within the Customer Service Team maximizing the team’s potential by sharing knowledge, supporting, and empowering each other in the growth / development of skills, abilities, and sense of belonging.
• Effectively communicating while serving as the frontline of communication between the dealer sales network and production.
• Provide a memorable customer experience through helpful knowledge, friendly service, and a caring approach.
• Assist in planning, introduction, and implementation of new initiatives and process improvements
• Inform and advise the Team Leader regarding the ongoing activities and progress of the Customer Service Team.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

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

Education and / or Experience :

Associate / Business degree or 3-5 years of Product / Dealer and training experience; and / or combination of education and experience required.

Dairy operations knowledge and previous customer service experience are considered a benefit.

Key Skills and Abilities :

• Solution-driven mindset with the ability to influence, and collaborate with an approachable spirit.
• Embraces the constant flow of change with positivity and a risk-taking approach.
• Demonstrates strong initiative to drive improvement efforts.
• High-level organizational skills, prioritizing a varied and demanding workload.
• Solution-oriented; evaluating current issues and discovering opportunities to help find and create solutions.
• Ability to read / interpret documents such as safety rules, operating and maintenance instructions & parts manuals, blueprints and write routine reports and correspondence.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations, and convert and apply metrics in various processes.
• Self-motivated : willingness to continually grow your professional skills and abilities.
• Actively promote company core values, vision, and mission.

Computer Skills :

• PC-Networking
• Microsoft Office Suite
• Outlook
• Communication and Collaboration Tools

Application Procedure :

Our Organisation / The Department

Who we are : Vision, Mission, and Core Values

Our Vision : A sustainable, profitable, and enjoyable future in farming.

Our Mission : We create innovative solutions that help our customers excel in sustainable milk production to feed the world.

Our Core Values : Lely has 5 core values. Values that guide us in how we behave in dealing with others. On the work floor among colleagues, interacting with our customers, at meetings with our business partners, and when dealing with the press;

independent of place and time we show our values through our actions.

Innovation : We change traditions by continuously seeking new ideas for positive change.

Passion : We love what we do and are passionate to support our customers.

Progress : We grow because our people are motivated to improve and move forward.

Respect : Our focus is the well-being of people, animals, and the environment.

Honesty : Being truthful and fair is essential in our way of working.

Equal Opportunity Employer :

Lely provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Last updated : 2024-07-02