Product Service Representative

H-E Parts International•Hibbing, MN

41d

About The Position

POSITION SUMMARY: The Product Support Representative is responsible for Dom-Ex product sales to assigned customers. This will be done through calling, emailing and also visiting customers periodically. This position will work closely with GM and assist with sales, marketing and purchasing projects as required. It is the responsibility of every H-E Parts International, employee to ensure a safe work environment. All H-E Parts International, employees share the responsibility to insure that at the end of the day we return home safely to our families. Our safe work environment value surpasses all other responsibilities. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: Safety – conduct all activities in a safe manner, utilizing PPE and adhering to company policy and alerting others regarding potential concerns. Safety is # 1. Provide excellent customer service to current customers and develop and generate new business and relationships. Conduct outbound communications with global customers offering and educating customers on product value and functionality. Provides support to customers and representatives via telephone, fax, or e-mail on a daily basis. Provide customer and billing reports as needed for accounting and management. Processes customer orders through the order entry system verifying pricing, quantities, part numbers, and routing. Assists customers with product information including part numbers, pricing, and availability. Assists customers with emergency orders as well as orders and/or issues relating to special customer requirements. Takes personal responsibility to resolve customer complaints regarding deliveries, pricing, credits, and warranty issues. Follows through quickly and completely to ensure the external or internal customer is satisfied. To market and sell the fullest range of H-E Parts products possible to assigned customers. 2. USE of the company CRM is mandatory: To maintain the best intelligence possible for each customer – including: a. Current contacts – 5 points of contact (registered in SFDC) b. Current deployed fleet (MEDB Data) c. Current exchange and repair forecasting 3. To utilize your best effort to service H-E Parts customers within the assigned territories. Be the advocate for your customers and facilitate the use of all company resources. 4. To maintain accurate records, and submit all required documentation to H-E Parts within requested timelines. 5. To keep accurate expense records, and submit records to H-E Parts within required timelines. Maintain privacy of customer account information. Other duties/special projects as assigned. DECISION MAKING: Position will be required to make decisions that will directly impact the department. INTERNAL/EXTERNAL CONTACTS: Position requires collaboration with department managers and current/potential customers. Weekly contact with specified customer base, either by phone or face to face Coordinate shipping / receiving with warehouse personnel Enter written or printed information into computer databases (Pronto) Processes warranty claims Works with technical support (Engineers, draftspersons, Quality Control, etc.) Contact new and existing customers to discuss their needs, and to explain how these needs could be met by specific products and services Answer customers' questions about products, availability, product uses, and credit terms. Emphasize product features based on analyses of customers' needs, and on technical knowledge of product capabilities and limitations. Maintain customer records, using automated systems. Identify prospective customers by using business directories, following leads from existing clients, participating in organizations and clubs, and attending trade shows and conferences. Prepare orders obtained, and submit orders for processing. Select the correct products or assist customers in making product selections, based on customers' needs, product specifications, and applicable regulations. Collaborate with colleagues to exchange information such as strategies and marketing information.

Requirements

2-year Associate Degree or Commensurate Experience preferred
2-5 years’ professional customer service and inside sales experience
Excellent written, verbal, and interpersonal communication skills
Must have intermediate/advanced computer skills in MS Office Suite (MS Word, Excel, Access, Outlook, PowerPoint), and Internet
Travel requirements will average 15-20%

Nice To Haves

Operate office equipment including, but not limited to, computer, copy machine, fax machine, and multi- line telephone.
Work independently and be a team player within the department and the organization.
Exhibit exceptional organizational skills and be a problem solver.
Work completely and accurately under time constraints and deadlines.
Work in a fast pace environment and prioritize multiple work assignments
The ideal candidate will have experience in the mining and/or industrial sector.
Selling into the International market is preferred, but not essential.
The qualified PSR has 5 or more years of sales experience in the related industry.
A professional, ethical and exceptional work-ethic is required for the candidate

Responsibilities

Responsible for Dom-Ex product sales to assigned customers through calling, emailing and also visiting customers periodically.
Work closely with GM and assist with sales, marketing and purchasing projects as required.
Conduct all activities in a safe manner, utilizing PPE and adhering to company policy and alerting others regarding potential concerns.
Provide excellent customer service to current customers and develop and generate new business and relationships.
Conduct outbound communications with global customers offering and educating customers on product value and functionality.
Provide support to customers and representatives via telephone, fax, or e-mail on a daily basis.
Provide customer and billing reports as needed for accounting and management.
Processes customer orders through the order entry system verifying pricing, quantities, part numbers, and routing.
Assist customers with product information including part numbers, pricing, and availability.
Assist customers with emergency orders as well as orders and/or issues relating to special customer requirements.
Take personal responsibility to resolve customer complaints regarding deliveries, pricing, credits, and warranty issues.
Follow through quickly and completely to ensure the external or internal customer is satisfied.
Market and sell the fullest range of H-E Parts products possible to assigned customers.
Maintain the best intelligence possible for each customer.
Utilize your best effort to service H-E Parts customers within the assigned territories.
Maintain accurate records, and submit all required documentation to H-E Parts within requested timelines.
Keep accurate expense records, and submit records to H-E Parts within required timelines.
Maintain privacy of customer account information.
Other duties/special projects as assigned.