What are the responsibilities and job description for the Technical Parts Coordinator position at TREW LLC?
Trew is seeking an individual with technical acumen to help the Customer Experience (CX) parts team with inquiries for Hilmot, TKO and Trew projects, as well as coordinating parts for buyout suppliers. The ideal candidate has an technical background, an aptitude for learning, and has great communication and organization, and has an eye for continuous process improvement and detail.
This job is for you if…
- Customer satisfaction is a top priority for you
- You create customer loyalty
- You enjoy a dynamic, fast-paced work environment
- You’re a problem solver; enjoys critical thinking
- You enjoy a variety of tasks
Job responsibilities include:
- Monitoring the parts case queue and answering the Parts Holine for general parts inquiries and responding to customers in a timely manner
- Support other parts team members with technical cases or any other technical inquiries that are presented. This may include but not limited to identifying items based on a photo, identifying and verifying replacements for obsolete parts, confirming the correct parts for replacement based on application, verifying if any items were the incorrect part for replacement, etc.
- Liaise with engineering teams as necessary
- Issuing parts quotes out of ERP for customers and following up on these quotes
- Processing orders through our ERP system (order entry)
- Handling warranty issues by issuing RMAs and elevating issues that may need attention in departments other than Parts
- Assistance with various parts-related ERP projects, such as pricing research
- Support parts related growth initiatives; which includes identifying new items Trew can offer customers
- General understanding of parts identification, layout drawings and blueprints, and Hilmot/TKO product line.
- Willingness for on call emergency parts support coverage and assistance in emergency situations. While this occurs rarely, there are times when a customer is in a down situation and our assistance may be required to expedite a part to sites.
- Motivation to learn about other parts of the company and to utilize this knowledge for improved parts processes to increase efficiency and sales
- Ability to work well with others and influence other departments to accomplish parts-related goals (account management, purchasing, engineering, order entry, fulfillment/shipping, field service and others)
- Identifying and helping to implement other improvements that make it easier for integrators/customers to work with TREW for parts thru voice of customer feedback. Some identified today include pack and ship, spare parts analysis, parts put away assistance and CMMS parts inventory assistance.
- Provide overall excellent customer service with the ability to identify potential leads, customer dissatisfaction with a customer and steer them/issue to the appropriate person at TREW for follow up and help with other CX-related inquiries.
What you’ll need:
As a Parts Coordinator you must be disciplined, organized, and motivated to provide amazing customer service. You must have initiative and strong communication skills to work with people of varying backgrounds. You must be able to use critical thinking to identify the correct solutions as well as escalate an inquiries/issues within the business.
Specific Qualifications:
- 2 years of customer service experience
- Excellent written and oral communications
- Demonstratable technical experience, preferably in a technical, mechanical or industrial environment
- Strong knowledge of mechanical and electrical parts and components
- Proficient with Excel, Word, Outlook and Teams
- ERP knowledge (Netsuite is a plus)
- Detail oriented and extremely organized in order to effectively work in a fast-paced environment
- Problem solver
Experience with the following is a plus:
- Associate or Bachelor’s degree in Engineering or Industrial Engineering
- 1 years of order entry experience
- Netsuite or other ERP systems
- Knowledge of industrial/material handling systems
- Inventory, sourcing, fulfillment or shipping knowledge
Aptitude for process documentation/continuous improvement.
Physical Requirements
Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Ability to traverse office, manufacturing facility and customer sites.
Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Ability to traverse office, manufacturing facility and customer sites.
Trew EEO Statement
Trew and its companies are an equal opportunity employer. Applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.
Trew and its companies are an equal opportunity employer. Applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
