Customer Service Representative-Parts Department

Description POSITION SUMMARY

Responsible for providing customer service and sales support to customers in a timely manner. This includes assisting in the resolution of product look up, supplying replacement part numbers and quotes, entering sales orders and sending out order confirmations. May require the new creation of bills of materials and establishing the item in the manufacturing system as a new part item. Will require costing and part creation in the inventory center before the part can be ordered.

• Maintaining customer relationships by identifying correct item numbers and providing pricing, availability, lead-times, and product recommendations.
• Attending to customer service needs on a timely basis to reduce customer "down time".
• Thoroughly and effectively communicating warranty issues with the warranty team.
• Establishing and maintaining contact with customers, including equipment operators throughout the equipment's life.
• Maintaining records and notifying management of any trends that show repeated failures in parts or procedures to help engineering and production strive to make the most reliable product on the market.
• Entering data as needed for item updates and necessary quoting activities.
• Entering Sales orders for parts as well as supporting the sales crew on major equipment sales.
• Work directly with engineering on part creation, set up and maintenance.
• Ability to work effectively with various departments of accounting, finance, production, engineering, etc.
• Ability to work effectively with all offsite facilities and personnel.
• Perform other duties as assigned.

• Strong customer service and communication skills
• Ability to work within several different inventory platforms, Net Link (INFOR), Xalt, S.I.W.A., etc.
• Ability to read parts diagrams, engineering bills of material, manuals, blueprints and technical documentation
• Basic mechanical or technical aptitude
• Ability to multitask in a fast-paced environment
• Attention to detail and strong organizational skills
• Follow and enforce all safety policies and procedures
• Strong team player

• High School diploma or equivalent
• 2-5 years of experience in customer service in a manufacturing environment, heavy equipment would be a plus
• Proficiency in Microsoft Office systems (Word, Excel, etc.)
• Exceptional organizational skills
• Personal motivation for success

• The performance of this position will require exposure to the manufacturing areas where all areas require the use of personal protective equipment such as safety glasses, hearing protection, steel toe shoes and other mandatory safety equipment.
• For the most part, ambient temperatures with typical plant lighting and manufacturing equipment are present throughout the facility.
• Combination of customer-facing counter work, office tasks, and warehouse interaction
• May require occasional lifting of parts or packages (usually 20-50 lbs)
• Fast-paced environment with frequent customer interaction

• Sitting or standing as needed.
• Walking primarily on a level surface for periodic periods throughout the day.
• Reaching, pushing, pulling or lifting as required within limits set by Entrans International LLC.

Each employee must be knowledgeable of standard safety policies and procedures and adhere to the same while supporting the goals and objectives of the organization and recognizing the Company's need to achieve its business objectives. Each employee is responsible for complying with company hazardous waste disposal procedures. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

All terms and conditions of employment will be administered without regard to an individual's sex, gender identity, sexual orientation, race, color, religious creed, notional origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law.

NOTE:

This job description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.