Parts Specialist

About the role

The Parts Specialist I provides accurate service parts information to our authorized dealer network under general supervision with some guidance from leadership and higher-level Parts Specialists. They assist customers with questions, requests, and issues, effectively research, document, track, and monitor customers' requests and issues to ensure timely resolution.

Responsibilities

• Provides accurate information to the Dealer Network in a friendly manner
• Administers inbound and outbound customer contacts and uses existing procedures to solve routine customer contacts
• Maintain parts orders with standard SAP transactions
• Achieves Service metrics goals for customer contacts
• Escalates customer contacts appropriately ensuring a soft transition if an inquiry is beyond scope of knowledge
• Maintains business and product knowledge through training and continuing education
• Performs other duties as assigned

Requirements

• High school diploma or equivalent
• At least one year of experience handling a high volume of inbound calls or working in a customer support role

Preferred Qualifications

• Associate Degree
• Bilingual Spanish
• Electrical or mechanical ability
• Previous experience using SAP or equivalent ERP

Essential Duties

• Provides accurate information to the Dealer Network in a friendly manner
• Administers inbound and outbound customer contacts and uses existing procedures to solve routine customer contacts
• Maintain parts orders with standard SAP transactions

Other Duties As Assigned

Knowledge, Skills And Abilities

• Excellent Customer Service skills
• Ability to communicate verbally and in writing in a professional manner
• Basic order/inventory management skills
• Working knowledge of Microsoft office suite
• Basic problem-solving skills
• Ability to remain calm in high-stress situations
• Ability to work independently with attention to detail
• Can do attitude with emphasis on teamwork

Office Environment

• While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.
• The employee is regularly required to stand and walk.
• On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders.
• The employee must occasionally lift up to 25 pounds.
• Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.