Parts Identification Hot Side Team lead MFG Support
About The Position
As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, Parts Town is looking for passionate people with fresh ideas from different backgrounds. This position offers continuous growth of knowledge and understanding. Because we act on behalf of our partnered manufacturers, we receive direct training to ensure we provide OEM parts (faster). Determining the correct part that each customer requires is essential. An emphasis on accuracy, strong problem-solving skills, and a passion for continued skill development is essential in this role!
Requirements
- 1+ year(s) of parts experience.
- Consider yourself a hot side Master, and can successfully navigate through all manufacturer parts inquiries.
- Comfortable and confident in communicating internally & externally over the phone and/or through offline communication(s).
- Meeting and collaborating with teams across the company excites you.
- Passion for customer service and problem-solving is unmatched.
- Well-versed in Salesforce and Bloomfire, as well as the team-specific manufacturer lookups and BOM systems.
- Pay close attention to detail.
- Strong desire to learn, grow, and challenge the status quo.
- All-star communicator and proficient in English (both written and verbal).
- Quality, high speed internet connection at home.
- Can work a schedule of M-F 7:30 AM – 4:00 PM (CST) with flexibility as needed.
Nice To Haves
- If you are cross-trained in both hot & cold side Commercial Food Service equipment – that’s a real bonus!
Responsibilities
- Provide support with inbound phone calls focusing on the Hot side Manufacturer Support brands, and one Cold side Manufacturer Support brand.
- Complete 40-50 inbound calls per day, acting as back up for escalation cases if needed (with the expectation that call time will not exceed 4 minutes 30 seconds).
- Research and resolve or escalate all received requests, while logging all calls into Salesforce.
- Conduct daily follow ups on open escalation cases, calling every 2 business days if needed.
- Utilize equipment manuals, technical diagrams, parts listings, portals/remote desktop applications and manufacturer contacts to identify part number information.
- Supporting the entire life cycle of escalated parts identification requests from open to close, while effectively communicating updates to involved parties.
Benefits
- Quarterly profit-sharing bonus
- Team member appreciation events and recognition programs
- Volunteer opportunities
- Monthly IT stipend
- Casual dress code
- On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
- Health insurance
- 401k/401k match
- Employee assistance programs
- Time away
- Paid parental leave
- Professional development opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
