Parts and Service Support Representative

Location: Town of Wausau

SCOPE OF ROLE:

The Service Support Representative is responsible for providing additional support in managing the parts division of the Service Department. This role will provide fast & friendly support to customers, troubleshoot with customers over the phone and through email, and promote and process orders for replacement parts, Additionally, this position will help support the technicians’ workflow process and invoice completed work orders.

KEY RESPONSIBILITIES:

Service Support:

Maintaining accurate inventory and pricing information within ERP system

Receiving and processing completed work orders

Shipping and receiving parts and equipment

Invoicing service requests and obtaining payment methods

Assisting with inventory cycle counts and stock level recommendations

Maintaining accurate records of technician hours

Manage the incoming returns process

Parts Sales:

Processing customer and technician parts requests accurately and efficiently

Creating and managing purchase orders with suppliers and vendors

Tracking part availability, lead times, and shipment status

Coordinating emergency and expedited parts orders

Communicating order status updates to customers and Rocket team Sourcing parts with both new and existing suppliers

Resolving order discrepancies, warranty claims, and vendor issues

Demonstrating knowledge of ERP systems and Microsoft Office Managing Hubspot parts tickets

Following all OSHA and Rocket safety guidelines

Other duties as assigned KNOWLEDGE,

SKILLS AND ABILITIES

(KSA’s):

College degree, preferred5+ years in Customer Service and/or Parts Strong communication and collaboration skills

Problem solving and decision making abilities
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