Spare Parts Specialist

Introduction

Fives Intralogistics Corp. is seeking a Customer Service professional to join our team. This opportunity involves order life cycle management for spare parts and services, maintaining and growing client relationships, promoting parts and services, and providing exemplary customer service.

This position reports to the Client Services Manager and works closely with internal and external colleagues, suppliers, and business partners to ensure customer satisfaction.

Job Content

Responsibilities

1.Manage entire order life cycle (from request to billing) while providing outstanding customer service.

2.Process incoming spare parts and service orders

3.Make outbound calls and receive incoming calls to / from customers, vendors, and internal partners while maintaining professionalism and courteous communication.

4.Manage all customer inquiries for parts and services, research part numbers, use drawings, reference materials, consult with engineering & technical resources as required.

5.Handle basic levels of support in resolving service, warranty, or parts problems.

6.Resolve conflicts, disputes, other issues and manage customer expectations for issues beyond the scope of support.

7.Manage warranty claims and RMAs.

8.Provide review & pricing of recommended spare parts lists for Customer Service proposals.

9.Generate reports for parts, services, and customer satisfaction.

10.Serve as a backup for other positions within the department.

11.Other duties, as assigned.

12.Demonstrate Fives Intralogistics Corp. Core Values in all aspects of performance.

The above is intended to describe the general content of and the requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Knowledge

Qualified candidates must have a proven track record of success in customer service in addition to possessing a strong desire to achieve top results with a positive approach over the phone and in person.

Required :

1.High school diploma or general education degree (GED).

2.1+ years of direct customer contact experience in a medium to high volume call center environment.

3.Outstanding problem solving and critical thinking skills; capable of multi-tasking in a fast-paced work environment.

4.Background in customer service, order management, spare parts inventory, inside sales or related areas.

5.Excellent administrative and organizational skills, customer-centric, and passionate about service.

6.Aptitude for learning new products, systems, and processes quickly.

7.Computer savvy (ability to navigate within systems)

8.Proficient in Microsoft Word, PowerPoint, and Excel.

9.Strong organizational skills.

10.Ability to interpret documents such as sales brochures, web pages, proposals, and procedure manuals.

11.Aptitude to read and interpret technical drawings for effective interaction in the sales process.

12.Aptitude to obtain basic accounting skills and knowledge as needed for parts and services. (Revenue, Gross Margin, Labor Rate, Tax Rates, etc.)

Preferred :

1.3+ years of direct customer contact experience.

2.Knowledgeable and proficient with SAP, and Salesforce.com.

3.Associates degree with business related major.

Physical Demands :

1.Able to sit for extended periods of time

2.Possess manual dexterity to type and handle parts

3.Able to speak clearly and hear.

4.Able to walk, stand, stoop and kneel

5.Able to frequently lift and / or move up to 10 lbs and occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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

Work Environment :

This position is eligible for remote / hybrid work.

Travel :

This position requires limited business travel by airplane, car, and / or train and public transportation. Overnight travel is estimated to be less than 5% of the time.