Parts and Service Representative -- Heavy Machinery (Des Moines, IA) at Herc-U-Lift, Inc.

Job Description

Job Description

We're looking for a dedicated Parts and Service Representative with a focus on Heavy Machinery to join Herc-u-lift's Des Moines, IA team of experienced professionals!

Parts and Service Representatives are responsible for front-line customer service in a variety of parts ordering functions.

Responsibilities include assisting customers, taking parts orders, researching technical data for the correct part or parts and data entry.

Provide outstanding customer service and assist customers in finding the best possible parts for their needs.

Duties / Responsibilities :

• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide exceptional customer service to all customers with the goal of increasing sales through phone, email, and face to face interactions.
• Assist customers and technicians by looking up and identifying the correct items needed per request.
• Check with local vendors to ensure parts are being located with the highest degree of accuracy
• Offer customer service and phone support to all customers and technicians.
• Create and submit Purchase Orders for needed items.
• Greeting customers as they enter the parts counter and providing them assistance with their needs.
• Understand all vendor purchasing procedures and policies.
• Issue, monitor, and process parts returns. Issue credits based on company policies.
• Billing invoices as well as processing the transactions via card, check or cash.
• Assist with inventory control.
• Assist in the creation of customers’ sales and work order quotes.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep detailed records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with colleagues as necessary.
• Aid in the processing of all daily incoming and outgoing shipments. Will be required to use UPS, Speedee, and FedEx shipping software.
• Performs other related duties as assigned.

Required Skills / Abilities :

• Excellent communication skills.
• Strong phone contact handling skills and active listening.
• Proven customer support experience.
• Ability to multi-task, prioritize, and manage time effectively.
• Attention to detail and well organized.
• Proficient in use of Microsoft Office programs.
• Ability to process and keep accurate records.
• Ability to work independently and efficiently.
• Ability to build strong customer relationships.

Education and Experience :

• High school diploma, GED or equivalent experience.
• Prior customer support experience.
• Prior industry experience
• Experience with heavy machinery (Trackmobile, Agriculture and Construction)
• Familiar with diesel engines

Physical Requirements :

• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift or carry up to 100 lbs.

Benefits :

• Medical (and FSA / HSA plans), dental and vision insurances.
• Paid time off and holidays.
• Company paid basic life insurance.
• Supplemental term life insurance.
• 401(k) with match.
• Short- and long-term disability.
• Group accident and critical illness insurance.
• Safety glasses and boot program.
• Tuition reimbursement and in-house training.

Herc-U-Lift, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.

Discrimination of any type will not be tolerated.