Customer Service Specialist

Description:

The Customer Service Specialist serves as a key business partner for our Parts and Service Departments’ profitability and success. This entails maintaining a high level of customer satisfaction including establishing and identifying customer needs, effectively meeting their needs by initiating thoughtful communication to understand the customer, initiating and building rapport, and maintaining their trust and continued patronage.

The importance of this role is to be the “face” of Curtis Lane Equipment and its products/services and must effectively collaborate with the team, customer, business partners and vendors to convey satisfactory customer service at all times, abiding by the Company’s three (3) core values of Honesty, People and Growth, exhibiting a people focus perspective and genuine care and pride in our organization.

This role will be responsible for effective problem solving and must consistently provide assertive diligence in building customer relationships, meeting and resolving customer inquiries/concerns to full resolution as well as incorporating use of team/leader support and guidance as necessary, keeping key team members informed and up to date on status of equipment/parts in order to best meet customer needs.

Duties and Responsibilities

• Greeting customers to address their needs which may entail identifying the parts they need, answer questions about products, and provide information. Following up with customers in a timely manner when to handle their needs.
• Utilize computer systems and parts, diagrams to locate and identify correct parts based on customer descriptions or equipment information, assess and meet rental needs
• Receive and stock incoming parts, maintain accurate inventory levels, and monitor stock levels to ensure timely recording.
• Process customers orders, pull parts from inventory, and prepare.
• Promoting parts sales to customers, identifying potential sales opportunities, and achieving sales targets.
• Unload incoming shipments, verify parts quantities, and process outgoing orders.
• Maintain a clean and organized parts department, including labeling shelves and bins properly, keeping the showroom parts section neat and organized, sweeping floors and dust shelves.
• Collaborate with service technicians to identify necessary parts for repairs and ensure timely delivery.
• Stay updated on training/certifications assigned or needed, new products, parts numbers, and manufacturer specifications.
• Communicate and collaborate across all departments verbally and in writing to best meet customer needs.
• May perform additional duties and assignments in order to meet performance expectations and customer needs.

Requirements:

Qualifications/Requirements

• Basic understanding of Bobcat equipment or industrial components and how they function.
• Ability to navigate parts catalogs and inventory, systems and applications.
• Excellent communication and interpersonal skills to interact effectively with customers.
• Ability to accurately identify parts, verify part numbers, and maintain accurate inventory records.
• Prior customer service experience (minimum of 1 year)
• Ability to prioritize task, manage multiple orders, and customer concerns.
• Must pose a high level of confidence and transparency in sharing knowledge, advice to customers regarding their options.

Physical/Sensory Needs:

May lift, carry, push, pull up to 50lbs at a time frequently, using assistance as need. Requires walking, climbing stairs/ladders, bending, crouching, crawling, pushing, pulling, lifting, carrying, using required safety measures. Uses keyboards, monitors, and computers, phones, copy machines and other business equipment as well as tools/machinery requiring vision, listening, mathematical aptitude also hand/eye coordination and finger hand dexterity as well as use of legs, feet, arms, hands, fingers, in operating machinery. Must be able to work indoors, standing for up to 100% of the work schedule and may also require outdoors in varying weather conditions up to 30% of the work schedule.

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