Customer Service Representative (Aftermarket Parts)
Clark Material Handling Company, Flower Mound, TX, United States
Flower Mound, TX, USA
Job Description The Customer Service Rep (CSR) is the key manager of CLARK’s Aftermarket Parts business relationships with the dealers. The CSR manages all customer inquiries coming in from dealers and customers, regarding accounts, products, price, and services offered by CLARK Material Handling Company. The position provides professional aftermarket parts support to dealers by identifying and quoting the required items, obtaining orders for those items and processing the orders through our systems.
Brief Description of Duties
The CSR will be the point of contact for our dealers and customers to resolve parts ordering issues. Must be able to build & maintain positive and professional relationships with dealers.
The CSR is responsible to process on the average of 80-100 dealer inquiries via phone calls, tickets and emails each day.
Correctly identify and provide accurate replacement part information on inquiries
Maintain availability to answer a high volume of incoming dealer calls. Must attain group target of 100% calls answered within 10 seconds.
Provide satisfactory inquiry support to the respective regional dealers in the areas of parts availability, pricing, order entry, and order status.
Initiate and follow up on requested expedite requests from dealers
Provide basic technical support to the dealers
Maintain internal group and departmental support for training and marketing efforts.
Proactively market and sell parts by contacting customers by telephone, fax or email and maintaining a log of those activities.
Coordinate with other departments to insure the successful fulfillment of the customer’s orders and requests.
Maintain an inquiry database in access of all incoming and outbound calls.
Basic Qualifications
High School Diploma with 2-4 years Customer Service experience or related experience in the forklift or construction equipment industry
Must have a working knowledge of the equipment in the material handling or heavy equipment industry, with a background in support services
Basic knowledge of forklift operations and/or possess a high degree of mechanical aptitude
Must possess knowledge and experience reading and interpreting parts books, drawings, and manuals
Ability to communicate effectively with others internally and externally at various levels of the organization through clear, concise writing, telephone usage and presentation skills
Ability to handle volume and mix of assignments on a daily basis
Good computer skills with proficiency in ERP/BaaN, Parts Pro, Salesforce, Microsoft Office, Access, PRMS, JDE & Web Ordering.
Must be able to sit for long periods of time, and spend a large portion of the work shift entering or retrieving data within our computer systems, responding to calls, tickets & email and maintaining good notes on activities.
Requires excellent communication skills both verbal and written
Efficient & accurate 10-key calculator skills and typing
Good interpersonal skills and be an analytical problem solver
Must be able to work a flexible work schedule
Must be authorized to work in the US indefinitely without any sponsorship
Physical/Environmental Conditions This position is located in a fast‑paced and crowded office environment. Constantly deals with people, much of the time via telephone, video conferencing and computer. Most of the work is performed at a desk, but must walk to the Technical area or other departments to research technical inquiries, and works with elevated microfiche equipment, all in a crowded area.
Disclaimer This position description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job. Incumbents may be required to perform other duties as assigned or as required by the needs of the business. CLARK Material Handling Company retains the discretion to change or add to the duties of the position at any time.
Clark Material Handling Company is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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Job Description The Customer Service Rep (CSR) is the key manager of CLARK’s Aftermarket Parts business relationships with the dealers. The CSR manages all customer inquiries coming in from dealers and customers, regarding accounts, products, price, and services offered by CLARK Material Handling Company. The position provides professional aftermarket parts support to dealers by identifying and quoting the required items, obtaining orders for those items and processing the orders through our systems.
Brief Description of Duties
The CSR will be the point of contact for our dealers and customers to resolve parts ordering issues. Must be able to build & maintain positive and professional relationships with dealers.
The CSR is responsible to process on the average of 80-100 dealer inquiries via phone calls, tickets and emails each day.
Correctly identify and provide accurate replacement part information on inquiries
Maintain availability to answer a high volume of incoming dealer calls. Must attain group target of 100% calls answered within 10 seconds.
Provide satisfactory inquiry support to the respective regional dealers in the areas of parts availability, pricing, order entry, and order status.
Initiate and follow up on requested expedite requests from dealers
Provide basic technical support to the dealers
Maintain internal group and departmental support for training and marketing efforts.
Proactively market and sell parts by contacting customers by telephone, fax or email and maintaining a log of those activities.
Coordinate with other departments to insure the successful fulfillment of the customer’s orders and requests.
Maintain an inquiry database in access of all incoming and outbound calls.
Basic Qualifications
High School Diploma with 2-4 years Customer Service experience or related experience in the forklift or construction equipment industry
Must have a working knowledge of the equipment in the material handling or heavy equipment industry, with a background in support services
Basic knowledge of forklift operations and/or possess a high degree of mechanical aptitude
Must possess knowledge and experience reading and interpreting parts books, drawings, and manuals
Ability to communicate effectively with others internally and externally at various levels of the organization through clear, concise writing, telephone usage and presentation skills
Ability to handle volume and mix of assignments on a daily basis
Good computer skills with proficiency in ERP/BaaN, Parts Pro, Salesforce, Microsoft Office, Access, PRMS, JDE & Web Ordering.
Must be able to sit for long periods of time, and spend a large portion of the work shift entering or retrieving data within our computer systems, responding to calls, tickets & email and maintaining good notes on activities.
Requires excellent communication skills both verbal and written
Efficient & accurate 10-key calculator skills and typing
Good interpersonal skills and be an analytical problem solver
Must be able to work a flexible work schedule
Must be authorized to work in the US indefinitely without any sponsorship
Physical/Environmental Conditions This position is located in a fast‑paced and crowded office environment. Constantly deals with people, much of the time via telephone, video conferencing and computer. Most of the work is performed at a desk, but must walk to the Technical area or other departments to research technical inquiries, and works with elevated microfiche equipment, all in a crowded area.
Disclaimer This position description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job. Incumbents may be required to perform other duties as assigned or as required by the needs of the business. CLARK Material Handling Company retains the discretion to change or add to the duties of the position at any time.
Clark Material Handling Company is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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