Full-Time Customer Support Representative

Position SummaryManages incoming customer quotes, order requests, or questions via phone, fax, or email. Evaluates, quotes, processes, and expedites requests/questions to ensure customer satisfaction and meet company revenue/profit goals.

Key Responsibilities

1. Processes customer inquiries/requests (phone/fax/email) promptly.
2. Creates/maintains customer database (organized by location) for key accounts.
3. Provides accurate part pricing quotations and order confirmations.
4. Reviews parts orders, making decisions based on departmental rules.
5. Communicates order status and part number info to internal/external customers.
6. Interfaces with vendors to identify, purchase, and supply parts to customers.
7. Acts as liaison between customers and Centers of Competence.
8. Identifies/corrects inaccuracies in SAP regarding customer info, parts, and pricing.
9. Partners with accounts receivable to resolve past-due invoices.
10. Processes repairs, returns, and credit memos efficiently.
11. Reviews/uses SAP Complaint Management System, following up with customers to resolve concerns.
12. Supports team in gathering market intelligence to enhance market position.
13. Recommends process/procedure improvements to management.
14. Supports general departmental operations.
15. Completes other duties/special projects as assigned by the Parts Manager.

Basic Requirements

• Bi-lingual (Spanish).
• Associate degree or equivalent related work experience.
• 3+ years' customer support experience.
• 2+ years' SAP experience.
• 2+ years' experience with ERP systems.
• 2+ years' experience with Microsoft Office.

Preferred Qualifications

• Ability to manage/resolve customer conflicts.
• Excellent written/verbal communication skills.
• Strong organizational/time management skills.
• Ability to build relationships with internal/external customers.
• Ability to work in a fast-paced/changing environment.
• Ability to complete work with minimal supervision.
• Experience reading technical documents.

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