Norlake
  • 04-Sep-2018 to 03-Oct-2018 (CST)
  • Service/Installation
  • Hudson, WI, USA
  • Based on Experience
  • Hourly
  • Full Time

We are seeking a Parts Specialist who will resolve all customer part needs. These needs cover product and parts identification, order processing, including order write-up and coordination of part shipments, as well as coordination of credit requests, quotation requests, and returned material requests.

 

Dept. Name:       Customer Care, Technical Services

Reports to:         Customer Care Manager, Technical Services

 

Main Purpose of Job

Under general supervision, resolves all customer part needs.   These needs cover product and parts identification, order processing, including order write-up and coordination of part shipments, as well as coordination of credit requests, quotation requests, and returned material requests.

Examples of Duties

  • Following established procedures and work instructions, acts as the primary liaison with customers to place parts orders, document complaints, return materials and update customer information.   Coordinates and follows through on all customer needs and records all activity in web based warranty software system.
  • Receives parts orders including refrigeration components and systems, either via phone, fax, email, and mail. Enter orders into ERP (Enterprise Resource Planning) system.
  • Receives quotations requests and utilizes spreadsheets and/or ERP system to create quotations.
  • Receives requests for materials to be returned and completes proper materials authorization form.
  • Enters equipment orders (resulting from warranty requirements), customer credit (and returned goods) requests into web based warranty software system.
  • Informs Regional Service Manager of potential unresolved problems and company liabilities as well as any possible sales opportunities.
  • Distributes and files all team documents and paperwork.
  • Maintains a copy of all parts quotes.

 

Knowledge, Skills and Abilities

  • Knowledge of customer service standards expected in business to business relationships.
  • Knowledge of manufacturing systems and processes as related to customer service issues.
  • Skill in using computer systems, including Enterprise Resource Planning systems, the Internet, and Microsoft Office Outlook, Word and Excel.
  • Skill in maintaining good relationships primarily through telephone and email communication.
  • Ability to maintain focus and avoid careless errors.
  • Ability to learn a complex product line and understand company systems and procedures.
  • Ability to learn and apply available marketing tools (i.e. catalogs, price lists, computer programs, etc.) in performing the work.
  • Ability to adhere to the company's attendance expectations.

 

Minimum Qualifications

  • High School diploma or GED.      
  • 3 years of experience in a customer service role that includes exposure to a complex line of products or services.

  

Nor-Lake is an EEO employer as defined by the EEOC.

 

Norlake
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