Customer Service Representative – Parts

Mission Statement

Industrial Injection has been helping hardworking people keep their vehicles and equipment running since 1985. Built on family values and fueled by trust, knowledge, and authenticity, we take pride in doing things the right way-even when it takes more time or costs more. Our mission is to deliver reliable diesel fuel systems, engines, and related services that improve performance, efficiency, and dependability for our customers.

We provide honest support, practical solutions, and technical expertise that our customers and dealers can trust. We listen, we educate, and we stand behind our work-because our success is built on the people who depend on us.

The Customer Service Representative – Parts Support is responsible for handling basic customer service, order status, parts availability, call routing, and administrative support tasks that help improve the customer experience and allow Sales Representatives to focus on more complex sales, technical support, and customer needs.

This position serves as an initial point of contact for customers calling about order status, inventory availability, parts ordering, return authorization status, service request setup, and related support needs. The role requires strong communication skills, accuracy, follow-through, customer service judgment, and the ability to gather information, provide updates, and route calls or issues to the appropriate Sales Representative or internal department when needed.

• Answer incoming customer calls through the assigned customer service or parts support phone queue.
• Assist customers with basic order status questions, tracking information, shipment updates, and related follow-up.
• Check inventory availability on parts and provide accurate information to customers as trained and authorized.
• Enter or assist with basic parts orders according to company procedures.
• Help customers with general parts-related questions and route more technical or complex inquiries to the appropriate Sales Representative.
• Assist with customer callbacks and follow-up communication as assigned.
• Set up service requests or return authorizations based on customer need and company procedures.
• Review return authorization status questions and direct customers to the assigned Sales Representative when appropriate.
• Gather accurate customer information, order details, part numbers, return information, service request information, and call notes.
• Document customer interactions, updates, and follow-up actions in the appropriate system.
• Support Sales Representatives by handling basic customer service tasks, administrative follow-up, and routine information requests.
• Help reduce interruptions for Sales Representatives by resolving basic issues or properly routing calls.
• Coordinate with sales, shipping, warehouse, service, warranty, purchasing, and other internal teams to obtain accurate customer information.
• Follow company procedures for pricing, order entry, returns, service requests, call routing, and customer communication.
• Escalate customer concerns, upset customers, technical questions, warranty issues, or complex sales opportunities to the appropriate Sales Representative or manager.
• Maintain professionalism, accuracy, and urgency when communicating with customers.
• Help identify recurring customer service issues, process delays, or communication gaps and report them to management.
• Maintain organized records, call notes, and follow-up tasks.
• Perform other related duties as assigned.

Employees in this role are expected to work in alignment with Industrial Injection's Core Values and Behavioral Expectations

Safety First:Safety is a fundamental responsibility of every employee. Employees are expected to follow all safety policies, procedures, and OSHA requirements, use required PPE, report unsafe conditions, near misses, and injuries immediately, and never bypass safety controls or procedures.

Accountability:Employees are expected to take ownership of their work, decisions, and results by following instructions, policies, and procedures, accurately reporting time and production, accepting feedback, and demonstrating honesty, integrity, initiative, and problem-solving.

Reliability:Employees are expected to maintain dependable attendance, report to work on time and ready to perform duties, communicate absences or delays promptly, and meet deadlines and production expectations.

Quality Craftsmanship:Work must be performed with precision, expertise, and pride. Employees are expected to meet quality standards and specifications, inspect work for accuracy and completeness, follow technical processes, maintain tools and equipment, and prioritize doing the job right over speed when necessary.

Respect & Teamwork:Employees are expected to contribute to a professional, respectful, and team-oriented work environment by communicating appropriately, working collaboratively, following direction from…