Parts and Service Customer Service Representative

12325 River Road, North Branch MN 55056
Contact: Barb Hartman // 952-698-8108 // barb.hartman@steppmfg.com

About the role

From start to finish, Stepp is a full manufacturing facility for asphalt maintenance equipment. Located north of the metro and right on the Sunrise River, this commute could be a saving grace for those looking to get out of the daily city driving routine!

We are looking for a motivated and mechanically inclined individual with a knack for providing exceptional customer service to consult customers’ needs, assist with troubleshooting, and identify parts needed for required maintenance and/or repairs on asphalt maintenance machinery. This person will also be responsible for shipping and tracking customers’ parts orders.

Schedule

• Full-time position
• Monday – Thursday: 7:00 am – 4:30 pm
• Friday: 6:00 am – 11:00 am

Responsibilities

• Answer all parts and service-related phone calls using a prime customer service approach
• Efficiently assist customers with troubleshooting their equipment and ordering parts over the phone and via email (frequent troubleshooting related to diesel burner system and component issues)
• Identify and propose appropriate solutions and/or services to resolve customer complaints and issues
• Learn and gain a good understanding of our ERP system, Syspro; search for and accurately identify parts needed for required maintenance and/or repairs
• Enter sales orders, navigate sales order histories, identify order statuses, etc.
• Process job tickets
• Requisition out-of-stock items for Purchasing
• Package and process parts order shipments using UPS WorldShip; ensure 100% accuracy when preparing and sending shipments by referencing Packing Slip details such as part numbers, ship-to addresses, order quantities (ship partials and backorders as necessary), and special instructions
• Learn and gain a good understanding of the mechanical assembly and the basic operations of our equipment so that you can effectively teach, train, and assist the customer
• Read and interpret blueprint drawings, Bills of Material (BOMs), and documented manufacturing procedures
• Perform work at or above pre-established performance objectives
• Maintain a clean and organized work area
• Follow work direction and training provided by higher-level personnel
• Identify and communicate basic process improvements
• Work well in a team environment
• Adapt to frequently changing priorities/tasks
• Demonstrate proven reliability—attendance and punctuality

Requirements

• Exceptional customer service skills
• Strong mechanical aptitude demonstrated by past work experience or hobbies; ability to reason and partake in critical decision making
• Approximately 50/50 mixture of shop exposure and office setting
• Fine dexterity use of hands/fingers for periodic/sustained keyboard use
• Use of logic and understanding to draw conclusions from relevant or missing information

Qualifications

• High school diploma or GED
• 1–3 years of customer service experience preferred
• Some hydraulics and/or other power transmission systems experience/knowledge preferred
• Some 12-volt electrical systems experience/knowledge preferred
• Effective communication skills required

The statements herein are intended to describe the general nature and level of work being performed by employees in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the job.