Customer Operations Specialist - Parts

Default•Yankton, SD

2d•Onsite

About The Position

Primarily responsible for determining customer parts requirements for Astec customers, preparing and communicating pricing quotes, and entering orders into the appropriate internal systems. The role works with engineering associates and established Astec guidelines, conducting research and collaborating with Engineering, Service, Controls, Sales, Shipping, Manufacturing, and other departments as needed. The specialist assists direct customers and dealers by identifying correct parts, preparing quotes, processing sales orders, coordinating fulfillment, and following up on quotes and orders. The role also works with customers and internal teams to resolve issues involving breakdowns, incorrect parts, replacements, returns, and warranties. Additional duties include customer visits and trade shows, supporting parts sales marketing strategy, cross-training with shipping and warehouse teams, administrative work, and rotating on-call duties.

Requirements

High school diploma or equivalent required.
Must speak and write English fluently, with excellent oral and written communication skills.
0–2 years of work experience in a similar environment.
Ability to work well with others, exercise sound judgment, solve problems, work independently, manage workload effectively, stay organized, be resourceful, pay attention to detail, and work under pressure.
Ability to operate general office equipment, including a telephone, computer, calculator, photocopier, and scanner.
Ability to travel as needed.
Must meet regular attendance requirements.

Nice To Haves

Associate’s or bachelor’s degree in business or marketing, strongly desired, or a combination of experience and training providing the required knowledge, skills, and abilities.
Experience in a mechanical or machinery-related industry.
Ability to read and interpret mechanical and electrical drawings.
Working knowledge of Microsoft Office products.

Responsibilities

Assist Astec direct customers and dealers with parts requirements.
Identify correct parts and prepare quotations based on customer requests.
Coordinate with other departments to meet customer requests.
Accurately process parts sales orders and enter detailed quotes into Astec systems.
Follow up with customers, dealers, and Regional Sales Managers on quotes, orders, and correspondence.
Answer customer calls and emails, determine requirements, conduct research, provide advice, and suggest products.
Use mechanical and electrical drawings, manuals, search tools, engineers, and other resources to identify parts.
Coordinate with procurement and production regarding lead times and expediting; inform leadership of inventory shortages and discrepancies.
Resolve customer and interdepartmental issues involving breakdowns, incorrect parts, replacement solutions, returns, and warranties.
Work with the parts shipping team and explain available shipping options to customers.
Collaborate with other Astec sites and product teams, outside sales, and cross-department teams or committees.
Travel for customer and dealer calls, plant visits, trade shows, and dealer visits, including discussions of selection, stock levels, and training.
Assist the Supervisor and Manager with developing and executing parts sales marketing strategy.
Attend customer-service-school lunches, dinners, and other functions as necessary, which may extend work hours.
Cross-train and assist other Parts Department teams, including shipping and the warehouse.
Complete daily, weekly, monthly, and quarterly administrative tasks.
Perform rotating on-call duties.
Follow company policies, safety rules, and procedures; perform other duties as assigned.