Parts and Service Customer Service Representative
About The Position
From start to finish, Stepp is a full manufacturing facility for asphalt maintenance equipment. Located north of the metro and right on the Sunrise River, this commute could be a saving grace for those of you looking to get out of the daily city driving routine! We are looking for a motivated and mechanically inclined individual with a knack for providing exceptional customer service to consult our customer’s needs, assist with troubleshooting, and identify parts needed for required maintenance and/or repairs on asphalt maintenance machinery. This person will also be responsible for shipping and tracking customer’s parts orders.
Requirements
- EXCEPTIONAL CUSTOMER SERVICE SKILLS
- Strong mechanical aptitude demonstrated by past work experience/ hobbies.
- Must be able to reason and partake in critical decision making
- Approximate 50/50 mixture of shop exposure and office setting
- Fine dexterity use of hands/fingers for periodic/sustained keyboard use
- Use of logic and understanding to draw conclusions from relevant or missing information
Nice To Haves
- High School diploma or GED
- 1-3 years customer service experience preferred
- Some hydraulics and/or other power transmission systems experience/knowledge preferred
- Some 12 volt electrical systems experience/knowledge preferred
- Effective communication skills required
Responsibilities
- Answer any and all parts and service related phone calls using a prime customer service approach
- Efficiently assist our customers with troubleshooting their equipment and ordering parts over the phone and via email. (Frequent troubleshooting related to diesel burner system and component issues)
- Identify and propose appropriate solutions and/or services to resolve customer complaints and issues
- Learn and gain a good understanding of our ERP system, Syspro.
- Search for and accurately identify parts needed for required maintenance and/or repairs
- Enter sales orders, navigate sales order histories, identify order statuses, etc.
- Process job tickets
- Requisition out-of-stock items for Purchasing
- Package and process parts order shipments using UPS WorldShip.
- Using the Packing Slip supplied after Order Entry, take note of the part numbers, specified ship-to addresses, order quantities (ship partials and backorder as necessary), and any special instructions noted on the slip to ensure 100% accuracy when preparing and sending shipments.
- Learn and gain a good understanding of the mechanical assembly and the basic operations of our equipment so that you can effectively teach, train, and assist the customer.
- Must be able to read and interpret blueprint drawings, Bills of Material (BOMs), and documented manufacturing procedures.
- Perform work at or above pre-established performance objectives
- Keep the work area clean and organized
- Follow work direction and training provided by higher level personnel
- Ability to identify and communicate basic process improvements
- Ability to work well in a team environment
- Flexibility and willingness to adapt to frequently changing priorities/tasks
- Proven reliability -- attendance and punctuality!
- All other assignments from Leadership
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
