Customer Service Representative Parts Specialist

Description

The Parts Specialist position will work closely with dispatch and shop technicians, keeping them updated on the status of all shop service parts orders and quotes. This position will also work in NetSuite to create Parts and Service quotes. This position will maximize Asset Management performance through effective communication. Additionally, this position will interface with internal departments and will need to understand strategic scheduling of sales and shop technicians, lead communications, strive to increased product knowledge, partner closely with sales and dispatch to implement action plans that enable high accuracy, consistent updates, and accurate parts quoting, ordering and billing.

Requirements

Job Responsibilities:

• Accepts in person, telephone and email orders for customers and shop service technicians with reference to parts needs for repair and service. Receive and place quotes and orders to/by shop service technicians and clients.
• Manage complete asset service quoting cycle and effective quoting of service and parts to client demands for road technician services. 
• Strategize and plan with Dispatch on shop repair times and coordination for parts fulfillment. 
• Assist in new customer set-up, assignment of credit terms, COD, and billing support.
• Responsible for service billing and invoicing for shop service-verifying correct billing information on work order including defining parts if necessary, in order to prepare for accurate invoicing.
• Maintain direct contact with current and prospective customers. Update customers regarding the status of backordered parts in an acceptable time frame. Advises customer on substitution or modification of part when replacement is not available.
• Prepares Sales Orders for invoicing, receives purchase orders, payment, and obtains credit authorization when necessary.
• Determine and research customers parts needs through use of literature, computer programs and parts knowledge as appropriate.
• Enhance customer retention by monitoring customer satisfaction with parts support and by responding to customer concerns/requests. 
• Other duties as assigned.

Education and Experience:

• High school diploma or GED (required)
• Associate’s or bachelor’s degree in automotive technology, business, or a related field (preferred but not required)
• 1-3 years of experience in an automotive, machinery, or industrial parts department (preferred)
• Experience with inventory management and ordering parts
• Knowledge of vehicle components, mechanical systems, and parts compatibility
• Customer service experience, including assisting customers in selecting parts
• Familiarity with point-of-sale (POS) systems and inventory management software