Customer Service Specialist

Department: Indirect After Sales | Reports To: Aftersales Manager | Full-time, non-exempt position with no supervisory responsibilities or travel requirements.

About the role

A Customer Service Specialist performs the daily tasks of the Parts Response Team, fulfilling spare parts requests from internal and external customers, resolving inquiries, and collaborating with service partners, parts partners, accounting partners, and aftermarket partners to deliver exceptional customer service in every interaction.

Responsibilities

• Act on all received internal and external customer requests (via phone, email, or in person).
• Process emailed customer Purchase Orders and other requests.
• Quote parts orders as requested via phone or email.
• Ensure accuracy when entering customer quotes, orders, request dates, promise dates, pricing, invoicing, and freight details.
• Set up parts returns.
• Respond to customer issues in a friendly and timely manner to ensure customer success (via phone, email, or in person).
• Resolve challenging customer issues and escalate to appropriate parties when needed.
• Provide customers with tracking and Proof of Deliveries upon request.
• Answer incoming calls promptly to address product and service questions, customer issues, and provide general customer service.
• Respond to customer emails in a timely manner regarding product and service questions, customer issues, and general inquiries.
• Provide customer support over the phone by taking orders and assisting with all inquiries.
• Assist customers with troubleshooting for parts needed.
• Support customers in emergency situations.
• Perform customer follow-ups by phone and email as needed.
• Work closely with technical service response members to stay updated on service and product knowledge.
• Collaborate with the shipping and receiving team to ensure order accuracy and manage customer returns.
• Work with the purchasing department to ensure order accuracy.
• Build and maintain working relationships with internal and external customers.
• Continuously build knowledge of all company products.
• Maintain a clean and presentable workspace.

Requirements

• High school degree, GED, or equivalent work experience.
• Excellent customer service skills.
• Ability to respond and adjust to changing or new situations.
• Ability to work well in fast-paced environments while maintaining professionalism with customers and co-workers.
• Self-starter who can work in unsupervised settings when needed.
• Current valid U.S. driver’s license.

Skills

• Professional communication, active listening, and interpersonal skills.
• Strong knowledge of customer interface and interaction.
• Critical thinking skills.
• Email management skills.

Behavior Standard

Maintain a positive work atmosphere by acting and communicating respectfully with customers, co-workers, and management. Always strive to provide the "Perfect Portion" in every interaction.