Parts Order Representative

Reports to: Parts Sales Manager
Location: Corporate Headquarters – NC
Position Status: Full-time, Non-Exempt (Hourly), Non-Management

About the Role

The Parts Order Representative supports parts sale orders placed by dealers within a designated territory and other team members. This role uses multiple software systems to ensure timely and accurate fulfillment and may support sales efforts in programs or campaigns. The representative expedites invoices and interacts professionally with dealers via face-to-face, email, or phone. They facilitate the sale, sourcing, and distribution of parts or equipment components, assist dealers in identifying parts using catalogs or software, manage inventory, process orders, and handle returns or terminations. This role supports the Territory Sales Manager (TSM) and Field Service Managers (FSM) in the field, ensuring accurate and timely delivery to service technicians or dealerships.

Responsibilities

• Greet and answer inquiries, provide price quotes, and use technical knowledge to recommend parts.
• Create, process, and maintain parts sales orders and accounts in accordance with requirements determined by the Parts Sales Manager (PSM).
• Assist in the maintenance of vendor drop ship sales orders from creation through the billing/invoice process.
• Maintain parts sales orders and inventory items as needed with Procurement.
• Maintain effective email and verbal communications and relationships with all dealers.
• Coordinate with dealerships to ensure accuracy of sales orders with regular open order maintenance.
• Expedite past due items through email communication with Procurement.
• Support the Parts Sales Manager, Coordinators, and Leads on operational projects as needed.
• Assist with administrative needs and annual returns when required.
• Initiate new dealer protocol upon notifications from Dealer Development.
• Review receipts and invoices to confirm accuracy with purchase orders for payment approvals.
• Document all discrepancies back to the designated Coordinator to assist in obtaining resolutions.
• Assist in all necessary documentation for dealer receipts, clearance entry, and system setup.
• Cross-train through the department to assist in coverage and support of the team.
• Research, report, and resolve discrepancies with all dealers (shortages, overages, damages, etc.).

Requirements

• High school diploma or GED, with 1–3 years of experience in customer service or a similar role.
• Effective interpersonal skills for assisting customers and working with service technicians.
• Strong professional communication skills, both written and verbal.
• Attention to detail, organizational skills, proficiency in computer systems, critical thinking, problem-solving, and time management.
• Ability to collaborate and work with a team as well as self-manage.
• Proficiency with inventory software and catalogs; automotive or machinery knowledge is a plus.
• Ability to learn multiple platforms, such as MS Office, CRM, SAP, SharePoint, DPCS, and WMS.