Job Title:
Customer Service Specialist
Department:
Indirect After Sales
Reports to:
Aftersales Manager
Supervisory Responsibilities:
none
Position Summary
A Customer Service Specialist will perform the daily tasks and responsibilities of the Parts Response Team; fulfilling spare parts requests received by our internal and external customers, resolving spare parts inquiries by working with internal and external customers, working closely with our service partners, parts partners, accounting partners and aftermarket partners to ensure we are serving the Perfect Portion to our customers with every interaction.
Duties and Responsibilities
Acting on all received internal and external customer requests (via phone, email or in person)Processing emailed customer Purchase Orders and other requestsQuoting parts orders as requested via phone or emailEnsuring accuracy when entering in all customer quotes and ordersEnsuring accuracy for all customer request date and promise date for all ordersEnsuring accuracy in pricing for all customer quote and order requestsEnsuring accuracy in parts invoicing and freightSetting up parts returnsResponding to customer issues in a friendly and timely manner to ensure customer success (via phone, email or in person)Resolving challenging customer issues and escalating to the appropriate parties when neededProviding customers with tracking and Proof of Deliveries upon requestTimely answering incoming calls on product and service questions, customer issues, and providing amazing general customer serviceTimely responding to customer emails on product and service questions, customer issues, and providing amazing general customer serviceProviding customer support over the phone by taking orders and helping with all customer inquiriesProviding customer support over the phone by assisting customer with troubleshooting for parts neededProviding customer support in emergency customer situationsPerforming customer follow-ups by phone and email as neededWork closely with our technical service response members to stay up to date on service and product knowledgeWork closely with our shipping and receiving team to ensure customer order accuracy and customer returns accuracyWork closely with our purchasing department to ensure order accuracyBuilding real working relationships with customers, both internal and externalContinuous knowledge building of all company productsKeep a clean and presentable workspace
Required Skills and Abilities
Display professional communication, active listening, and personnel skillsStrong knowledge of customer interface and interactionCritical thinking skillsEmail management skills
Education and Experience
High school degree, GED, or equivalent work experienceExcellent customer service skillsAbility to respond and adjust to changing or new situationsWork well in fast paced environments and maintain professionalism in dealing with customers and co-workersNeeds to be a self-starter and can work in unsupervised settings when needed
Other Requirements
Current valid U.S. driver's license.
Position Type:
Full Time
Classification:
Non-exempt
Travel Requirements:
none
Behavior Standard
Maintain a positive work atmosphere by acting and communicating in a respectful manner to get along with customers, co-workers, and management. Always strive to provide the Perfect Portion.