Scope of Position:
The Parts Sales Associate supports internal and external customers by providing accurate parts identification, pricing, order entry, and follow-up services. Working under the direction of the Customer Service Manager, this role serves as a key point of contact for part-related inquiries and plays a critical role in customer satisfaction, order accuracy, and timely fulfillment. The position requires strong attention to detail, system proficiency, and the ability to research both current and legacy job files.
Essential Duties and Responsibilities:
Customer Service & Communication:
- Respond to incoming phone calls and emails in a professional and timely manner.
- Gather and verify customer information, including model and serial numbers, to accurately identify parts needs.
- Provide customers with order status updates, tracking information, and follow-up communication as needed.
- Ensure customer questions are addressed thoroughly and escalate complex issues when appropriate.
Parts Identification & Research:
- Pull and review job files (electronic and archived) to identify required parts, Bills of Materials (BOMs), and historical data.
- Research parts for both current and obsolete units using internal archives, ERP systems, and cross-reference documentation.
- Identify whether parts are purchased or manufactured and confirm availability.
Quoting & Pricing:
- Prepare accurate parts quotes using established pricing formulas and guidelines.
- Determine lead times and communicate estimated delivery timelines to customers.
- Include additional labor, programming, or engineering costs when applicable.
Order Entry & Processing:
- Enter parts orders accurately into the Global Shop Solutions (GSS) ERP system.
- Verify billing, shipping, pricing, and customer purchase order details prior to order submission.
- Select appropriate shipping methods and coordinates with internal departments as needed.
- Ensure completed orders and related documentation are properly filed.
Order Tracking & Follow-Up:
- Provides tracking information to customers once orders have been shipped.
- Proactively follows up on delayed or late shipments.
Engineering Coordination & Special Requests:
- Recognize when parts requests require Engineering involvement.
- Coordinate with Engineering to obtain required parts lists.
- Ensure modifications and special requests are documented.
Spare Parts & Preventive Support:
- Assists in creating recommended spare parts lists.
- Supports customers with long-term maintenance planning.
Compliance & Documentation:
- Adheres to all Quality, Environmental, and Company policies.
- Maintains accurate records.
- Performs other related duties as assigned.