Customer Service Representative (Aftermarket Parts)

CLARK Material Handling Company•Flower Mound, TX

3d•Onsite

About The Position

CLARK Material Handling Company, a 100-year-old global leader in the material handling and forklift industry, is seeking qualified candidates for a Customer Service Representative (CSR) position. The CSR will be the key manager of CLARK’s Aftermarket Parts business relationships with dealers. This role involves managing all customer inquiries from dealers and customers regarding accounts, products, pricing, and services. The position provides professional aftermarket parts support by identifying and quoting required items, obtaining orders, and processing them through the company's systems.

Requirements

High School Diploma with 2-4 years of Customer Service experience or related experience in the forklift or construction equipment industry.
Working knowledge of equipment in the material handling or heavy equipment industry, with a background in support services.
Basic knowledge of forklift operations and/or a high degree of mechanical aptitude.
Knowledge and experience reading and interpreting parts books, drawings, and manuals.
Ability to communicate effectively with others internally and externally at various levels of the organization through clear, concise writing, telephone usage, and presentation skills.
Ability to handle a volume and mix of assignments on a daily basis.
Good computer skills with proficiency in ERP/BaaN, Parts Pro, Salesforce, Microsoft Office, Access, PRMS, JDE & Web Ordering.
Ability to sit for long periods of time and spend a large portion of the work shift entering or retrieving data within computer systems, responding to calls, tickets & email, and maintaining good notes on activities.
Excellent communication skills, both verbal and written.
Efficient and accurate 10-key calculator skills and typing.
Good interpersonal skills and analytical problem-solving abilities.
Must be able to work a flexible work schedule.
Must be authorized to work in the US indefinitely without sponsorship.

Responsibilities

Serve as the primary point of contact for dealers and customers to resolve parts ordering issues.
Build and maintain positive and professional relationships with dealers.
Process an average of 80-100 dealer inquiries per day via phone calls, tickets, and emails.
Correctly identify and provide accurate replacement part information.
Maintain availability to answer a high volume of incoming dealer calls, aiming to answer 100% of calls within 10 seconds.
Provide satisfactory inquiry support to regional dealers regarding parts availability, pricing, order entry, and order status.
Initiate and follow up on requested expedite requests from dealers.
Provide basic technical support to dealers.
Maintain internal group and departmental support for training and marketing efforts.
Proactively market and sell parts by contacting customers via telephone, fax, or email and maintaining a log of these activities.
Coordinate with other departments to ensure successful fulfillment of customer orders and requests.
Maintain an inquiry database of all incoming and outbound calls.