Service Parts Associate - Level III

Cummins•Richmond, VA

5d•Onsite

About The Position

We are looking for a talented onsite Service Parts Associate to join our team in Richmond, VA. In this role, you will make an impact in the following ways: Under limited supervision, follow established procedures and guidelines to receive, handle, store, perform system transactions and dispatch parts in the local branch, checking for damage and discrepancies between goods and invoices. Carry out customer parts counter duties including but not limited to, receiving parts calls, greeting and assisting walk-in Customers, completing all paperwork and processing transactions (cash handling, check and credit card transactions). Develop positive relationships by communicating with internal and external customers by phone and in person at local branch with the ability to identify and act on opportunities with Customers to upsell supporting products and services, as appropriate. Support other parts personnel in sourcing and locating complex parts requests using various systems, catalogs and other resources to identify and procure the parts in the most cost and time efficient manner. Perform other duties that include managing stock levels, operating forklift, shipping and receiving parts, warehouse activities, inventory management tasks, core processing or other parts-related projects/duties as assigned by management. Key Responsibilities: Complies with Health, Safety, and Environmental standards, policies, procedures, and regulations. Uses appropriate personal protective equipment. Carries out customer parts counter duties including receiving parts calls, greeting and assisting walk-in customers, completing all paperwork and processing it accordingly, handling cash, check, and credit card transactions. Maintains a favorable relationship with internal and external customers by addressing their needs and issues in a timely manner. Escalates customer issues to supervisor when needed. Maintains a neat and clean appearance in the customer parts area and parts warehouse. Personally leads or guides other Parts Personnel in sourcing and locating complex parts requests or finding alternatives. Utilizes various systems, catalogs, other resources, and collaborates with technicians to identify and procure the parts in the most cost and time efficient manner. Assists management in mentoring and developing less experienced parts personnel through knowledge transfer, on-the-job training opportunities, or other methods. Participates as a team member on parts department related improvement assignments and projects as needed. May lead small, limited portions of improvement activities. Ability to identify and act on opportunities with customers to upsell supporting products and services, as appropriate. Performs other duties that may include managing stock levels, shipping and receiving parts, warehouse activities, inventory management related tasks, core processing, or other parts-related duties as assigned by management. Responsibilities Competencies: Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Customer focus - Building strong customer relationships and delivering customer-centric solutions. Ensures accountability - Holding self and others accountable to meet commitments. Interpersonal savvy - Relating openly and comfortably with diverse groups of people. Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement. Warehouse Inventory Control - Manages physical inventory utilizing inventory control methodologies to maintain inventory and meet customer expectations. Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience. Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution. Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Requirements

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
Proficiency in Microsoft applications, generating reports, and advanced level computer skills.
Requires significant work experience or specialized skills obtained through education, training, or on-the-job experience.
Experience in automotive or diesel parts is required, as well as a strong background in customer service.

Responsibilities

Complies with Health, Safety, and Environmental standards, policies, procedures, and regulations.
Uses appropriate personal protective equipment.
Carries out customer parts counter duties including receiving parts calls, greeting and assisting walk-in customers, completing all paperwork and processing it accordingly, handling cash, check, and credit card transactions.
Maintains a favorable relationship with internal and external customers by addressing their needs and issues in a timely manner.
Escalates customer issues to supervisor when needed.
Maintains a neat and clean appearance in the customer parts area and parts warehouse.
Personally leads or guides other Parts Personnel in sourcing and locating complex parts requests or finding alternatives.
Utilizes various systems, catalogs, other resources, and collaborates with technicians to identify and procure the parts in the most cost and time efficient manner.
Assists management in mentoring and developing less experienced parts personnel through knowledge transfer, on-the-job training opportunities, or other methods.
Participates as a team member on parts department related improvement assignments and projects as needed.
May lead small, limited portions of improvement activities.
Ability to identify and act on opportunities with customers to upsell supporting products and services, as appropriate.
Performs other duties that may include managing stock levels, shipping and receiving parts, warehouse activities, inventory management related tasks, core processing, or other parts-related duties as assigned by management.