What are the responsibilities and job description for the Customer Service Representative position at NFI Parts Inc?
NFI Parts™ is North America's most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. NFI Parts is the parts division of NFI Group, providing replacement parts for New Flyer® transit buses, MCI® motor coaches, ADL buses, ARBOC® vehicles, as well as the product lines for the acquired NABI and Orion parts businesses. Additionally, NFI Parts has extensive cross references for parts that are common with other bus, coach, and cutaway product lines and has a mature supply base and established relationships with over 1,000 suppliers. Further information is available at www.nfi.parts.com.
Position Summary
The Customer Service Representative will perform all daily transactional activities required for the customer (Customer quotations, simple contracts, product returns, and technical requests), as well as provide input and feedback to customer strategies, revenue/margin budgets and other customer/team related initiatives.
WHAT YOU WILL DO:
Position Summary
The Customer Service Representative will perform all daily transactional activities required for the customer (Customer quotations, simple contracts, product returns, and technical requests), as well as provide input and feedback to customer strategies, revenue/margin budgets and other customer/team related initiatives.
WHAT YOU WILL DO:
- Receive and provide a timely response to incoming requests for general information such as pricing, availability of products, and product specifications
- Process customer orders, bid, and quote requests accurately and in a timely, professional manner
- Analyze previous sales information with various members of assigned customer groups or accounts to help facilitate business growth and assist in customers meeting their business objectives
- Build strong relationships with various members of assigned customer groups to help facilitate business growth and assist in customers meeting their business objectives
- Provide parts application assistance through use of parts manuals, bill of materials, engineering drawings or change notices
- Assist customers with determining product routing that meets their delivery needs
- Complete all necessary administrative responsibilities including timely update of filing, faxing, updating of spreadsheets and logs as necessary
- Creating and monitoring until final approval of New Load Requests, Data Change Requests and Pricing Requests
- Resolve problems associated with orders and shipments including review of open backorder logs as needed
- Offer alternative solutions when primary suppliers cannot meet customer needs
- Reconcile all sales order discrepancies with customer such as price discrepancy, incorrect quantity, lead time, etc
- Review open sales order reports weekly and review upcoming orders and all past due orders; expediting orders with purchasing/manufacturing that are past due
- Negotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMA's that are past due
- Miscellaneous responsibilities as assigned by the customer service Manager
- Follow all policies and procedures
- High School Diploma/GED
- Knowledge of Oracle systems/processes and Bills of Materials
- Basic knowledge of transit vehicles and systems
- Intermediate Microsoft Office, including Excel
- Analytical, Communication and Organizational skills
- Ability to be adaptable and flexible
- Up to 10% travel may be required
