Customer Service - Parts Advisor
About The Position
Purpose: This position exists to serve as the primary point of contact for all dealers and retail customers providing aftermarket sales and parts support. Essential Functions: Serve as main point of contact for all parts related issues from dealers and retail customers responding and addressing all inquiries appropriately with ability to handle all escalated and complicated parts questions and issues. Researches engineering drawings & charts, bill of materials, work orders and network documents. Assists dealers with part number research, price quotes, shipping options, part availability, status of existing orders and change orders. Researches and creates special make item part numbers, descriptions and build lists. Processes special order requirements for recalls, technical bulletins, product improvements and warranty no charge orders. Verifies accuracy and completeness of information on parts orders by having a broad understanding of all products for each brand. Communicates internally based on dealership and customer requests; communicates externally to convey information regarding parts availability and status.
Requirements
- Customer facing experience is required.
- Ability to learn, grow and adapt to an ever changing product environment including a broad range of company products and programs.
- Must demonstrate a desire and ability to assess problem situations and respond appropriately in professional manner.
- Strong communication skills are required with ability to mediate escalated issues and upset customers.
- Strong organizational skills with the ability to prioritize multiple tasks efficiently while maintaining a positive attitude.
- Proficient in Microsoft Office software including AX.
Nice To Haves
- Prior high volume call center experience is preferred.
- Manufacturing background is preferred with knowledge of RV construction, processes, parts and warranties, Lemon Laws and recalls.
Responsibilities
- Serve as main point of contact for all parts related issues from dealers and retail customers responding and addressing all inquiries appropriately with ability to handle all escalated and complicated parts questions and issues.
- Researches engineering drawings & charts, bill of materials, work orders and network documents.
- Assists dealers with part number research, price quotes, shipping options, part availability, status of existing orders and change orders.
- Researches and creates special make item part numbers, descriptions and build lists.
- Processes special order requirements for recalls, technical bulletins, product improvements and warranty no charge orders.
- Verifies accuracy and completeness of information on parts orders by having a broad understanding of all products for each brand.
- Communicates internally based on dealership and customer requests; communicates externally to convey information regarding parts availability and status.
Benefits
- Paid Vacation
- (2) Medical Insurance plan options, HSAs, and FSAs
- Family Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only)
- Dental Insurance
- Vision insurance
- Disability and Life Insurance
- 401k plan with an annual discretionary match
- Wellness Benefits
- On-site Fitness Center access (IN only)
- Health Clinic for employee use (IN only)
- Employee Assistance Program (EAP) Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
