Rep, Customer Service II

Job Purpose

Work closely with internal and external customers to identify, source, and supply replacement parts for industrial equipment—including but not limited to mobile cranes and construction equipment—in the most efficient and cost‑effective manner.

Essential Functions

• Facilitate parts orders and requests, including sales, service, and procurement.
• Source and supply parts for internal and external customers, researching and providing quotes as needed.
• Maintain strong customer and supplier relations, providing updates on order status and estimates.
• Provide product support to customers as needed.
• Expedite back orders for parts and open sales orders.
• Process return material when parts are ordered or shipped incorrectly.
• Ensure accurate entry of data for all work orders, purchase orders, etc., to bill for services rendered.
• Resolve issues regarding credits or rebills.
• Pursue new business opportunities through up‑selling.
• Follow up and provide the sales team and General Manager with information that could lead to additional sales.
• Ensure compliance with all safety, health, and environmental regulations, policies, and procedures to achieve zero incidents and injuries.
• Assist in delivering required training so coworkers have the necessary skills to perform jobs safely.
• Communicate consistently on all activities to appropriate internal and external individuals.
• Maintain ongoing communication and adhere to companywide policies to reduce liability exposure.
• Perform special projects or work as assigned.

Experience / Training / Education

• High School Diploma or equivalent (required).
• Minimum 5 years of industry‑related work experience.
• Strong working knowledge of crane and construction equipment.
• Experience in customer service and parts procurement.

Desired Education

• Associate’s degree or Bachelor’s degree (desired).

Knowledge, Skills, and Abilities

• Knowledge of field and shop service scheduling and parts procurement.
• Understanding of industrial equipment repairs.
• Excellent written and verbal communication skills.
• Supervisory skills.
• Sound knowledge of safety practices and policies, including OSHA and EPA regulations.
• Sense of urgency and commitment to quality.
• Strong customer‑service orientation.
• Proficiency with Microsoft Office applications.
• Experience with one or more ERP systems (ideally Epicor E9).

Physical and Environmental Requirements

Employees work in office, shop, and field environments, often spending numerous hours sitting while using a computer and telephone. Field or production work may involve exposure to noise and machinery. The role requires accurate hand‑eye coordination, finger dexterity, and hand strength for grasping, lifting, pushing, and pulling. Position may require lifting up to 30 lb.

Special Requirements / Certification

None (N/A).