Parts Advisor, Tier 2

Responsibilities

• Assist customers over the phone, email, or online platforms with identifying, selecting, and ordering the correct parts.
• Provide knowledgeable support by interpreting diagrams, manuals, and system data to verify part compatibility.
• Process parts orders, returns, exchanges, and warranty requests accurately and efficiently.
• Maintain up-to-date knowledge of product lines, inventory availability, pricing, promotions, and company policies.
• Troubleshoot common customer issues and escalate technical or complex cases when necessary.
• Collaborate with warehouse, service, and sales teams to ensure smooth order fulfillment and customer satisfaction.
• Update customer accounts, order notes, and case details in the companys CRM or order management system.
• Monitor backorders, shipment tracking, and follow-up communication to keep customers informed.
• Suggest alternative parts or solutions when original components are discontinued or unavailable.
• Support team goals by meeting performance metrics related to accuracy, service quality, and response time.