Customer Experience Technical Analyst

FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business! Partner with the best in the heavy-duty industry and apply today!

The Customer Experience Technical Analyst is responsible for providing exceptional customer service and technical support to our strategic accounts.

This role involves handling non-stock orders, sourcing and communicating FleetPride's ability to service customer's part needs.

Additionally, the Customer Experience Technical Analyst will act as an internal parts knowledge and order desk for our strategic local sales team members.

The ideal candidate must have strong analytical skills, excellent communication abilities, and a deep understanding of automotive parts and industry trends.

DUTIES & RESPONSIBILITIES

1. Handle Non-Stock Orders :

• Receive and process non-stock orders from strategic accounts.
• Utilize cross-referencing tools and databases to identify alternative parts or sources.
• Communicate effectively with customers, ensuring their part needs are met within customer SLA.
• Collaborate with internal teams to ensure efficient fulfillment of non-stock orders.
• Proactively address any issues or challenges that may arise during the order process.

2. Source and Communicate FleetPride's Service Capabilities :

• Research and identify potential suppliers or vendors to source non-stock parts.
• Evaluate supplier capabilities and negotiate pricing to ensure competitive advantage.
• Maintain up-to-date knowledge of FleetPride's product offerings and service capabilities.
• Communicate effectively with customers, providing accurate information regarding product availability, pricing, and delivery timelines.
• Collaborate with internal teams to optimize sourcing strategies and improve overall customer experience.

3. Act as an Internal Parts Knowledge and Order Desk :

• Serve as a technical resource for the strategic local sales team members.
• Provide guidance on parts compatibility, availability, and pricing.
• Collaborate with the sales team to identify opportunities for upselling or cross-selling.
• Address any customer inquiries or concerns related to parts, ensuring timely resolution.

EDUCATION & TRAINING

• Proven experience in customer service, technical support, or parts management.
• Strong knowledge of HD parts and industry trends.
• Proficient in using cross-referencing tools, databases, and other relevant software.

KNOWLEDGE & EXPERIENCE

• Excellent communication skills, both written and verbal.
• Analytical mindset with the ability to problem-solve and make data-driven decisions.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Attention to detail and a high level of accuracy.
• Ability to work effectively in a team environment and collaborate with various stakeholders.
• Positive attitude, adaptability, and a commitment to delivering exceptional customer experiences.
• Experience with IBM iSeries

WORK ENVIRONMENT

Office environment

PHYSICAL DEMANDS

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

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

• Reaching above shoulder heights, below the waist or lifting as required filing documents and storing materials.
• Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
• Occasional lifting of moderately heavy objects, such as computers and peripherals.
• Sitting for extended periods of time.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

FleetPride is the leader in the industry comprised of retail, service, distribution and wholesale divisions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.