Cartveyor Operational Support Specialist

Cartveyor Operational Support Specialist

PFlow Industries

The Cartveyor Senior Operations Analyst is responsible for managing a high volume of incoming inquiries and providing comprehensive support to internal and external customers, dealers, and installers regarding parts for Cartveyor (CV, DCV & GK) equipment. This role is responsible for generating detailed quotations, processing sales orders, and resolving product or service issues independently ensuring all are done in accordance with company procedures and policies meeting internal and external customer requirements.

This role will also be involved in project management, materials management and continuous improvement initiatives.

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Leads communication with customers and internal teams, providing assistance and problem resolution.
• Manages a high volume of incoming calls and emails from customers, dealers, installers and end-users regarding parts needed to repair or maintain the full range of PFlow Cartveyor equipment. Must respond to all inquiries in a timely manner that meets or exceeds the customer service response standards set for the Cartveyor Business Unit.
• Generates detailed quotations, processes sales orders and provides comprehensive frontline support to PFlow customers by managing requests from initial inquiry to completion ensuring customer satisfaction.
• Initiates and manages Case ’s, warranties and RMAs (Return Material Authorizations) in M2K system.
• Provides proactive tracking information and updates to customers.
• Researches and identifies parts needs independently by locating drawings, manuals, part numbers and consulting with Technical Support Advisors or Engineering, as needed.
• Resolves product or service issues promptly and independently by clarifying the customer’s concern, determining root cause, explaining resolution steps, expediting the correction and managing through to resolution.

• Requires the ability to exercise diplomacy and tact in all verbal and written communications.
• Requires excellent problem-solving skills and the ability and desire to develop, implement and communicate practical solutions.
• Requires excellent communication skills to effectively relay verbal and written information in a professional manner to all levels of management, all departments and customers.
• Requires advanced Microsoft Office and application skills (Word, Excel, PowerPoint, Outlook, Teams, Power BI, etc.).
• Requires the ability to learn and develop proficiency in M2K ERP software.

• Entry level

• Full-time

• Customer Service
• Machinery Manufacturing