Parts Expert - Call Center

Call Center Parts Expert

Transwest has an opportunity for a Call Center Parts Expert who will be responsible for the retail, commercial and industrial sales of transportation products and services to retail customers via phone, email and other company approved methods of communication. This is an ideal opportunity for a candidate with heavy duty, medium duty, and trailer parts experience who has excellent customer service skills to join our Parts Expert team. The Parts Expert must be a good steward for Transwest, cross-sell departments, utilize and manage all company resources, meet departmental objectives and be above all reproach.

Position is classified as an in-office role for collaboration, connectivity, innovation, mentorship, and skill development when supported by Transwest assigned office space within 50 miles of the employee's primary residence. Opportunities for a hybrid or remote work outside the defined area are under management discretion and are not based on any one factor.

Schedule shifts will be determined by your direct supervisor and are subject to change at any time with or without prior notice in support of servicing customer expectations at the sole discretion of Transwest.

We offer a full benefits package for eligible employees including:

• Medical, dental, and vision insurance
• Life (voluntary and employer paid) and disability insurance
• 401(k) with company match beginning with your first contribution.
• HSA and/or FSA, as applicable
• Paid time off, sick time, and company paid holidays
• Employee car discount program

Essential duties & responsibilities:

• Respond to customer inquiries for parts sales via phone, email and other company approved methods of customer communication.
• Listen, exhibit energy and project a genuine willingness to assist.
• Effectively communicate with clientele to ensure objective, ask pertinent open-ended questions and provide information to assist customers and ensure that we provide the highest level of customer satisfaction.
• Drive sales growth by cross-selling, add on sales and exceptional customer service.
• Provide prompt, courteous and accurate service to customers.
• Drives sales through engagement of customers, suggestive selling, and sharing product knowledge.
• Being process focused on recording departmental data; i.e. lost sales.
• Answer telephones professionally and pleasantly.
• Follow-up on customer orders and resolve problems with the customer's satisfaction.
• Communicate often and timely with customers and associates.
• Resolve problems, handle conflict and make effective decisions.
• Effectively communicate to customers any relevant policies and/or procedures regarding purchases, returns, credit terms, etc.
• Maintain familiarity with all inventory products and merchandising programs and ordering systems.
• Provide trouble-shooting support and service to customers experiencing problems in the field and selling repair parts as needed.
• Document customer quality issues as they arise and work with the team to resolve issues in a cost-effective and expeditious manner.
• Utilize company information systems to process orders timely and accurately.
• Understand dealership credit policies.
• Set an example of professionalism and positive attitude including a neat, orderly, safe work environment.
• Other duties as assigned by the manager.

Work environment & physical abilities:

• Activities require a full range of body motion including handling and lifting, manual and finger dexterity and eye-hand coordination.
• The position may require standing, balancing, bending or stooping for prolonged periods of time.
• The position requires vision and hearing within normal range.
• Requires the ability to work under stressful conditions or irregular hours.
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Ability to communicate by providing verbal feedback in a professional manner.
• Ability to receive and analyze data and input into the computer.
• Normal range of hearing and vision.

Required education, experience, knowledge & skills:

• High school diploma or equivalent.
• Valid driver's license and MVR in good standing.
• Direct industry experiences selling medium and heavy-duty truck parts through distribution and/or directly to the end user.
• Knowledge of computers is a must.
• Knowledge of diesel engines, gas engines, drive train, and suspensions.
• Excellent verbal and communication skills.
• Provide outstanding customer service.
• Detail oriented.
• Ability to understand vague and implicit instructions and react favorably in all work situations.
• They must be mentally adaptable and flexible in dealing with a variety of people and may be frequently called upon to handle difficult situations.
• Able to resolve problems, handle conflict and make effective decisions under pressure. They must have a long attention span in order to listen to people, perceive the real problems and bring issues to a successful conclusion.
• Have the ability to give, receive and analyze information, formulate work plans, prepare written materials and articulate goals and action plans.
• They must be able to understand people and be able to communicate effectively with them.
• Ability to successfully complete a General Abilities Assessment and pass post-offer background check, physical and drug screening.

Job details:

• Type: Hourly
• Shift: M-F; 12:00 - 8:30 pm
• Compensation range: $26.00 - $34.00
• Bonus eligibility: Yes
• Reports to: Parts Call Center Supervisor
• Closing date: Open until filled