Description
Provide customers with parts solutions while contributing to a positive and energetic environment. Role is responsible for greeting and assisting customers with will call parts while also providing phone call and walk in customer support by identifying, sourcing, and providing the correct parts efficiently and accurately. This position plays a key role in delivering world-class customer service, minimizing equipment downtime, and maintaining strong customer relationships.
Duties and Responsibilities:
Greet and assist all walk-in customers with an energetic and solutions-oriented attitude.
Research and identify parts for a customer with associated part systems, create and manage orders for a customer.
Advise customer on substitution of part when replacement is not available.
Proactively pursue need by dates to manage emergency fees and freight charges.
Research and procure all will call parts for walk in customers.
Provide answers and solutions to customer questions for will call orders including back ordered parts, shipping and logistic questions, updated parts questions etc.
Proactively manage customer expectations related to back orders.
Preform warehouse journeyman and parts specialist duties as required.
Pull, pack and release of parts orders as needed.
Comply with PSQDC and 5S principles to support operational excellence
Participate and complete training as required or as is available.
Work daily customer back-order queue. (EMBO report)
Process 30-day returns.
Process and stage customer orders.
Identify and source parts using SIS, DBS, Parts VIZ and other OEM systems
Perform all other duties as assigned
Required Qualifications:
A continuous commitment to working safely.
Willing to promote a teamwork attitude working closely with all departments throughout the company
Customer Service Proficiency/Aptitude: Ability to add value to our products and service. Build relationships between our dealership and customers.
Strategic Organization: Need to have the ability and self-discipline to use time, energy, resources, etc. in an effective way to achieve department and company objectives.
Takes Initiative: Ability to envision and understand a described goal, objective, concept, or strategy and takes the initiative to get there.
Communication: Ability to work and communicate well with co-workers and customers. Reacts well under pressure.
Understands the urgency of our industries and the need for getting their equipment repaired as quickly as possible
Understands problem ownership. When given a problem will take ownership of it and determine a solution for the customer while maintaining the integrity of the Wheeler team
Understanding of Wheeler Machinery & vendor logistic networks.
Training or background in customer service phone skills
Experience in customer facing roles
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).
#J-18808-Ljbffr
Provide customers with parts solutions while contributing to a positive and energetic environment. Role is responsible for greeting and assisting customers with will call parts while also providing phone call and walk in customer support by identifying, sourcing, and providing the correct parts efficiently and accurately. This position plays a key role in delivering world-class customer service, minimizing equipment downtime, and maintaining strong customer relationships.
Duties and Responsibilities:
Greet and assist all walk-in customers with an energetic and solutions-oriented attitude.
Research and identify parts for a customer with associated part systems, create and manage orders for a customer.
Advise customer on substitution of part when replacement is not available.
Proactively pursue need by dates to manage emergency fees and freight charges.
Research and procure all will call parts for walk in customers.
Provide answers and solutions to customer questions for will call orders including back ordered parts, shipping and logistic questions, updated parts questions etc.
Proactively manage customer expectations related to back orders.
Preform warehouse journeyman and parts specialist duties as required.
Pull, pack and release of parts orders as needed.
Comply with PSQDC and 5S principles to support operational excellence
Participate and complete training as required or as is available.
Work daily customer back-order queue. (EMBO report)
Process 30-day returns.
Process and stage customer orders.
Identify and source parts using SIS, DBS, Parts VIZ and other OEM systems
Perform all other duties as assigned
Required Qualifications:
A continuous commitment to working safely.
Willing to promote a teamwork attitude working closely with all departments throughout the company
Customer Service Proficiency/Aptitude: Ability to add value to our products and service. Build relationships between our dealership and customers.
Strategic Organization: Need to have the ability and self-discipline to use time, energy, resources, etc. in an effective way to achieve department and company objectives.
Takes Initiative: Ability to envision and understand a described goal, objective, concept, or strategy and takes the initiative to get there.
Communication: Ability to work and communicate well with co-workers and customers. Reacts well under pressure.
Understands the urgency of our industries and the need for getting their equipment repaired as quickly as possible
Understands problem ownership. When given a problem will take ownership of it and determine a solution for the customer while maintaining the integrity of the Wheeler team
Understanding of Wheeler Machinery & vendor logistic networks.
Training or background in customer service phone skills
Experience in customer facing roles
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).
#J-18808-Ljbffr