Customer Support Parts Agent

ESSENTIAL JOB DUTIES

• Manage incoming customer requests for all IWK equipment, including parts clarification and request routing to the proper personnel
• Responds to customer inquiries in a timely and professional manner (email, phone, customer portal, etc.)
• Efficiently creates & communicates quotations in a timely manner
• Efficiently processes orders & invoices (within CRM/ERP & online via customer portals) as well returns/warranties
• Gathers customer information for submission into online systems and initial customer account set up
• Affixes with the parts warehouse and/or IWK factories with supporting orders, deliveries
• Communicates with customers status changes for their orders that may impact expected and requested delivery dates as necessary
• Works with other departments (field service, accounting, sales, etc.) Support department to achieve specified departmental sales targets
• Affixes with the collection of outstanding invoices as assigned
• Other department and company tasks as assigned

JOB REQUIREMENTS/QUALIFICATIONS

• 3-5 years in a customer support role (preferably business to business) in performing order processing and inside sales to manufacturing customers
• Computer literacy including knowledge of ERP systems, CRM, MS Office, and ability to learn new software as required
• Fundamental understanding of international currencies and exchange rates as they relate to sales transactions
• Strong customer relationship skills
• Able to multitask, prioritize, and make timely efficient decisions with little or no supervision
• Must have high ethical standards, operate well in a fast-paced environment and be hard working