Spare Parts Call Center Technician

Haulotte US•Virginia Beach, VA

11d

About The Position

Answer phone calls and emails and assist customers in obtaining the correct Spare Parts for Mobile Elevated Work Platforms (MEWP) equipment, utilizing the appropriate manufacturers’ manuals and other resources. Generate parts and service orders and process Return Merchandise Authorizations (RMA) in M3 system.

Requirements

Customer service skills – conflict resolution, defusing situation, customer empathy.
Ownership in solving customer concerns – ensure that the customer’s problem is solved.
Ability to read schematics (e.g., hydraulic, electric, and electronic) and exploded diagrams.
Computer skills – ability to navigate through ERP systems, Microsoft Office, and manage multiple software platforms on different monitors.
Track record of over-achieving quota.
Strong phone and verbal communication skills along with active listening
Familiarity with CRM systems and practices.
Customer focus and adaptability to different personality types.
Ability to multi-task, set priorities and manage time effectively.
High school degree.
1 to 3 years of call center experience Preferred.

Nice To Haves

Technical experience of support equipment (mechanical maintenance on construction equipment - Preferred)

Responsibilities

Answer phone calls and emails from Customers and assist them with questions and ordering the parts.
Always focus on customer satisfaction.
Provide Spare Parts Numbers and Prices.
Provide global offers and delivery times for specific parts.
Enter Spare Parts orders in the System.
Initiate RMAs as needed.
Follow up with customers and departments (purchase, supply chain, warehouse) on offers, quotes and orders to maximize sales and close service orders.
Run reports in ERP system: RMA and parts shipping delays, etc.
Make customers aware of current parts promotions including the benefits of purchasing from alternative sources (e.g. Easy Spare Parts, SmartEquip, and My Haulotte).
Collect Customer data (e.g. contact, serial number, machine information)
Initiate Warranty Claims as appropriate.