The Parts Representative will support the company’s customers by identifying parts requirements, providing product and order information, processing parts orders, and resolving customer inquiries or concerns.
Duties/Responsibilities
- Interacts with customers via telephone, email, online chat, or in person to provide support and information on parts, products, availability, pricing, and order status.
- Collects, enters, and processes orders for new or additional parts, products, or services, ensuring order details and part information are accurate.
- Monitors customer orders while working with the Purchasing department to confirm parts availability and ensure customer requirements and delivery expectations are met.
- Fields customer questions and complaints, including parts and order-related inquiries; when the issue is beyond the representative’s knowledge, forwards it to the assigned specialist or other appropriate staff.
- Ensures that appropriate actions are taken to resolve customer problems and concerns, including order discrepancies, availability, and delivery-related issues.
- Maintains customer accounts and records of customer interactions, orders, inquiries, complaints, or comments.
- Performs other related duties as assigned, including occasional backup in the Shipping area.
- Assists with Accounts Receivable collection.
Required Skills/Abilities
- Excellent communication skills including active listening.
- Service-oriented with strong problem-solving skills and the ability to resolve customer, parts, and order-related concerns.
- Ability to understand customer requirements and accurately identify or confirm the correct parts/products using available product information, catalogues, or internal systems.
- Proficient computer skills (Word, Excel, Outlook) with the ability to learn parts, inventory, order-entry, or ERP software.
- Able to multi-task, prioritize customer and order requirements, and work accurately in a fast-paced environment.
Education And Experience Requirements
- High school diploma or equivalent.
- 2+ years' experience in parts, automotive/truck, industrial equipment, distribution, order desk, or related B2B customer service environment preferred.
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 (30-50) pounds at times.
