Service Parts Associate - Level I

Iconma Portal•Nashville, TN

About The Position

The Service Parts Associate performs customer parts counter duties under moderate supervision. The role receives parts calls, assists walk-in customers, completes and processes paperwork, and handles cash, check, and credit card transactions. The associate maintains positive relationships with internal and external customers, responds to their needs in a timely manner, and escalates issues to senior parts personnel or a supervisor when needed. The position supports parts sourcing and identification, using systems, catalogs, other resources, and collaboration with technicians to locate and procure parts efficiently. It includes identifying appropriate opportunities to upsell related products and services, maintaining a clean customer parts area and warehouse, and performing other assigned parts-related work such as inventory management, stock-level management, shipping and receiving, warehouse activities, and core processing. The associate processes customer orders from receipt through exception identification and resolution, uses order lifecycle systems to manage orders and modifications, and responds to customer queries. The role also involves physical inventory control, proactive customer support throughout the order lifecycle, effective communication, accountability, customer focus, interpersonal skills, and continuous improvement of work processes.

Requirements

High school diploma, certificate of completion of secondary education, or equivalent experience that meets applicable regulations.
Proficiency in Microsoft applications, generating reports, and advanced-level computer skills.
Some work experience or an intermediate level of knowledge obtained through education, training, or on-the-job experience.
Ability to meet any licensing requirements for compliance with export controls or sanctions regulations, if required.

Nice To Haves

Inventory control skills.
Shipping and receiving skills.
Multitasking skills.

Responsibilities

Receive parts calls and greet and assist walk-in customers.
Complete and process paperwork and handle cash, check, and credit card transactions.
Address internal and external customer needs and issues in a timely manner, escalating issues when needed.
Maintain a neat and clean appearance in the customer parts area and parts warehouse.
Support other parts personnel in sourcing and locating complex parts requests or identifying alternatives.
Use systems, catalogs, other resources, and collaboration with technicians to identify and procure parts efficiently.
Identify and act on appropriate opportunities to upsell supporting products and services.
Perform assigned parts-related duties, including managing stock levels, shipping and receiving, warehouse activities, inventory management, and core processing.
Process customer orders from receipt through exception identification and resolution to fulfill customer requirements.
Use order lifecycle systems to process customer orders and modifications and respond to customer queries accurately and promptly.
Manage physical inventory using inventory control methodologies to maintain inventory and meet customer expectations.
Provide proactive customer support throughout the order lifecycle.