Parts Lead Representative

This role serves as a senior, hands-on team member responsible for driving daily execution, supporting frontline leadership, and ensuring operational excellence across parts sales, inventory, and customer support functions. It acts as a bridge between Parts Representatives and supervisory leadership, reinforcing standards, improving processes, and delivering strong financial and customer outcomes.

Responsibilities

• Deliver exceptional customer service by ensuring timely, accurate, and solution-oriented support for both internal and external customers, while setting the standard for team performance.
• Serve as a primary point of contact for complex or escalated customer needs, including identifying parts requirements, sourcing solutions, quoting, and ensuring successful order completion.
• Drive customer uptime and satisfaction by proactively managing order status, backorders, critical needs, and communication, ensuring a high level of responsiveness and follow-through.
• Utilize advanced knowledge of DBS, WMS, Caterpillar systems, WCAT, and related platforms to execute transactions, troubleshoot issues, and support team effectiveness.
• Coordinate cross-functionally with warehouse, service, transportation, vendors, and leadership to ensure efficient order fulfillment and rapid issue resolution.
• Ensure accuracy and accountability in all transactional processes, including purchase orders, invoicing, credits, and returns, while reinforcing compliance with company standards.
• Support inventory integrity and operational efficiency through active involvement in stock verification, discrepancy resolution, and process adherence.
• Apply strong working knowledge of parts pricing, margins, cost structures, and financial impacts to support profitable decision-making and departmental performance.
• Act as a lead resource for onboarding, training, and mentoring team members, reinforcing best practices, system utilization, and customer service expectations.
• Provide day-to-day guidance and informal leadership to team members, helping prioritize workload, remove obstacles, and maintain consistent execution.
• Identify and drive continuous improvement opportunities related to workflow, customer response times, inventory management, and overall operational efficiency.
• Maintain a clean, organized, and safety-focused work environment in alignment with company 6S standards.
• Support branch and regional initiatives, projects, and leadership directives, stepping in as needed to ensure operational continuity.

Requirements

• High school diploma or general education degree (GED); or 3+ years related experience and/or training; or equivalent combination of education and experience.
• Ability to work overtime as a job requirement dependent on department needs.
• Weekend, holiday, or evening work may be required.
• Must be able to pass Work Step test for this position.
• Knowledge of Database software, Internet software, Inventory software, Order processing systems, Spreadsheet software, and Word Processing software.
• Valid driver’s license and ability to meet company driving requirements.
• Ability to obtain and maintain forklift certification.

Benefits

• Comprehensive benefits package including health, dental, vision, and life insurance.

Work Environment

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

The work environment includes occasional exposure to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock; and explosives. The noise level in the work environment is usually moderate. Required travel up to 10%. This position is considered safety-sensitive.