Customer Service Representative
- Winnipeg, MB, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
NFI Parts™ is North America's most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. NFI Parts is the parts division of NFI Group, providing replacement parts for New Flyer® transit buses, MCI® motor coaches, ADL buses, ARBOC® vehicles, as well as the product lines for the acquired NABI and Orion parts businesses. Additionally, NFI Parts has extensive cross references for parts that are common with other bus, coach, and cutaway product lines and has a mature supply base and established relationships with over 1,000 suppliers. Further information is available at www.nfi.parts.
Position Summary
The Customer Service Representative (CSR) will perform all the daily transactional activities required for the customer (Customer quotations, simple contracts, product returns and technical requests), as well as provide input and feedback to customer strategies, revenue/margin budgets and other customer/team related initiatives.
WHAT YOU WILL DO:
WHAT YOU NEED TO BE SUCCESSFUL:
WHY JOIN OUR TEAM:
If you would like to apply for this position or know someone who would, please submit a resume.
OUR WHY:
We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable.
NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions. News and information is available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.nfi.parts, www.alexander-dennis.com, www.arbocsv.com, and www.carfaircomposites.com.
Position Summary
The Customer Service Representative (CSR) will perform all the daily transactional activities required for the customer (Customer quotations, simple contracts, product returns and technical requests), as well as provide input and feedback to customer strategies, revenue/margin budgets and other customer/team related initiatives.
WHAT YOU WILL DO:
- Communicate with customers on all required correspondence on quotes, purchase orders, contracts, Return Material Authorization (RMA), and technical requests
- Develop and recommend customer sales and margin strategies that encompass our business goals and objectives such as offering alternate products to customer (if applicable), and request for cross reference information. Establish specific customer targets and actions with the customer team and ensure support from CSM and TSR. Quarterly review with the CSM on all customer related initiatives. Monthly review and update of Profitability Files
- Provide pricing and availability on all daily quotes. Metro CSR's will execute contracts received from customers. All other CSRs will collaborate with Contracts Specialist who will execute customer contracts
- Provide customer support when a Coach Down situation is identified; ensure parts are expedited and that all avenues are explored so that the customer receives parts as soon as possible
- Provide customer with technical assistance as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts)
- Obtain daily quote and contract approvals and award information from customers
- Review open sales order reports weekly and review upcoming orders and all past due orders; expediting orders with purchasing/manufacturing that are past due
- Reconcile all sales order discrepancies with customer such as price discrepancy, incorrect quantity, lead time, etc
- Negotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMA's that are past due
- Work with Traffic department on delivery issues with customers. If proof-of-delivery required use online tracking or carrier tracking system
- Creating and monitoring until final approval New Load Requests, Data Change Requests and Pricing Requests
- Metro CSR to review contract language and requirements in collaboration with the Metro Specialist/CSM, create bid worksheet, outlining all bid requirements including terms and conditions, bid submission requirements (due date, copies, how to bind, etc.). All other CSRs to review contract requirements in collaboration with the Contract Specialist. All CSRs will obtain pre-approval from CSM and get required approvals on bids from CSM/CSD, VP or President
- Metro CSRs to coordinate insurance and bid bonds for customer RFP's when required. All other CSRs will execute in collaboration with the Contracts Specialist
- Metro CSRs to monitor and manage customer contract items and escalations in conjunction with Metro Specialist/CSMs.
- Metro CSRs to collaborate with Business Development on complex bids
- Work directly with the customer to gather and understand their business objectives, funding and operating budgets, buying trends and item usage to be able to support internal stocking strategies and inventory planning by customer
- Proactive selling of all products, from knowledge obtained from customers and the transit industry
- Participate in major projects or programs in collaboration with the Contracts/Program Specialist, as required
- Assist Accounts Receivable with collections when required
- Request additional reports from Analyst as required
- Review/create Contact Reports identify action items and coordinate any tactical responses required
- Attend tradeshows as required
WHAT YOU NEED TO BE SUCCESSFUL:
- High School Grad /Business Admin. Certificate
- Superior knowledge in the use of Microsoft Office with advanced Excel skills
- Ability to converse in a professional manner in both written and verbal communication
- Advanced problem solving, organizational and analytical skills
- Motivated self-starter, comfortable in a fast- paced environment
- Experience of Oracle systems and process would be considered an asset
- Working knowledge of bill of materials is an asset
- Experience in the automotive or transit industry is an asset.
- Travel is required for this position*
WHY JOIN OUR TEAM:
- Competitive Wages.
- A continuous learning environment.
- Ability to advance your career with a growing company.
- NFI Group has been named a Manitoba Top Employer for 2020 and this is the tenth since the competition was established in 2007.
- Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.
- Ongoing employee development through a variety of in-house training initiatives
If you would like to apply for this position or know someone who would, please submit a resume.
OUR WHY:
We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable.
NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions. News and information is available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.nfi.parts, www.alexander-dennis.com, www.arbocsv.com, and www.carfaircomposites.com.
More about this job
Responsibilities
Manage customer quotations, purchase orders, contracts, returns, technical requests, and order issues while providing timely support and expediting urgent parts. Develop customer sales and margin strategies, support bids and inventory planning, coordinate with internal teams, and proactively identify opportunities to sell products.
Requirements
A high school graduate or business administration certificate holder is sought, with strong Microsoft Office knowledge and advanced Excel skills. Candidates should have professional communication, problem-solving, organizational, and analytical abilities; Oracle experience, bill-of-materials knowledge, and automotive or transit industry experience are assets.
Skills
- Customer Service
- Written and Verbal Communication
- Microsoft Office
- Advanced Excel
- Problem Solving
- Organization
- Analytical Skills
- Sales and Margin Strategy
- Pricing and Quotation
- Contract Administration
- Order Management
- Returns and RMA Coordination
- Technical Assistance
- Negotiation
- Inventory Planning
- Oracle Systems
Benefits
- Competitive Wages
- Career Advancement Opportunities
- Employee Social Events
- Employee Development and Training
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Sales
- Logistics
- Transportation
- Administrative
Keywords
- Customer Service
- Customer Quotations
- Purchase Orders
- Contracts
- Return Material Authorization
- Technical Requests
- Microsoft Office
- Advanced Excel
- Oracle Systems
- Bill Of Materials
- Pricing
- Sales Strategy
- Margin Strategy
- Customer Support
- Order Management
- Parts Expediting
- Returns Coordination
- Bid Management
- Request For Proposal
- Insurance
- Bid Bonds
- Inventory Planning
- Accounts Receivable
- Transit Industry
- Automotive Industry
- Supplier Relationships
- Technical Publications
- Parts Manuals
- Engineering Drawings