Customer Service Representative

Job Description

Job Description

For the past 80+ years, M&D  has led the aftermarket in remanufacturing innovation to address technological advancements and changing customer needs. In the past few decades, we have expanded beyond our remanufacturing roots to develop close (and sometimes exclusive) partnerships with the world’s leading OEMs and manufacturers.

Those partnerships with key suppliers like Bosch, Garrett, Federal Mogul, Cummins, Stanadyne, Holset, BorgWarner, Delphi, Yanmar, Mitsubishi, Denso and others have been critical in honing our remanufacturing capabilities and expanding our parts offering to include new, no core options in fuel injectors and fuel pumps, diesel engine cylinder heads, blocks, crankshafts and connecting rods. M&D also stocks a complete assortment of turbos (new and remanufactured), inframe overhaul kits, filtration and aftertreatment parts including DPFs, DOCs, EGRs, sensors and other engine parts.

Our strong remanufacturing roots combined with our 41+ branch locations, a nationwide outside sales team, and our close OEM & Manufacturer partnerships make us unique in the industry – no one understands diesel engine failure analysis and parts better than M&D . WE FUEL UPTIME .

The Customer Service Representative (CSR) plays a key role in delivering an exceptional customer experience while supporting sales growth and the overall operation of the branch. The CSR serves as the primary point of contact for customers visiting the branch and handles customer calls and inquiries routed to the branch that require local, product, technical, or account-specific support.

This position combines customer service, sales, and branch operational responsibilities. The CSR is expected to understand customer needs, recommend appropriate products and solutions, identify and convert sales opportunities, and work closely with the Outside Sales team to grow existing accounts and develop new business.

In addition to customer-facing responsibilities, the CSR manages cores and warranty returns received at the branch and assists with warehouse and other branch operational duties as needed. Success in this role requires a customer-first mindset, strong product knowledge, attention to detail, teamwork, and a willingness to take ownership of customer needs from initial contact through resolution.

Responsibilities

• Provide an excellent customer experience by delivering prompt, knowledgeable, professional, and solutions-oriented service during every customer interaction.
• Greet and assist walk-in and counter customers, identify their needs, and recommend appropriate products, services, and solutions.
• Handle customer calls and inquiries routed to the branch that require local branch assistance, product or technical knowledge, account-specific support, or additional customer service.
• Identify and convert sales opportunities through product knowledge, consultative selling, effective follow-up, and an understanding of customer needs.
• Build and maintain strong customer relationships that encourage repeat business, customer loyalty, and increased sales.
• Work closely with the Outside Sales team to support customer accounts, identify opportunities, follow up on customer needs and quotes, and help grow branch revenue and market share.
• Maintain current knowledge of products, applications, pricing, promotions, availability, and alternative solutions to provide customers with accurate and timely information.
• Prepare and process quotes, sales orders, returns, and other customer transactions accurately and in accordance with company policies and procedures.
• Follow up on open quotes, backorders, customer inquiries, and other opportunities to ensure customer needs are addressed and maximize sales conversion.
• Manage cores returned to the branch, including receiving, identifying, documenting, organizing, and processing cores accurately and timely in accordance with company procedures.
• Manage warranty items received at the branch, ensuring products and required documentation are properly received, recorded, organized, and routed through the appropriate warranty process.
• Assist with warehouse responsibilities as needed, including receiving product, picking and packing orders, stocking inventory, preparing customer orders, and supporting shipping and receiving activities.
• Support inventory accuracy by following proper receiving, stocking, transfer, and transaction procedures and promptly communicating discrepancies.
• Partner with branch leadership, Outside Sales, the centralized call center, and other departments to resolve customer issues quickly and effectively.
• Maintain a clean, organized, professional, and customer-ready branch and counter environment.
• Support additional branch operational needs as necessary to ensure customers are served effectively and branch objectives are achieved.
• Performs other duties as assigned by supervisor. 

Minimum Qualifications

• High school diploma or equivalent.
• Previous experience in customer service, sales, parts, distribution, or a similar customer-facing environment.
• Basic proficiency with ERP, point-of-sale, CRM, or related business systems.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Ability to perform warehouse-related duties as required by the position.

Preferred Qualifications

• Experience in diesel, automotive, heavy-duty truck, industrial parts, or a related industry.
• Experience with CRM and inventory management systems.
• Demonstrated ability to identify customer needs and convert opportunities into sales.
• Strong mechanical or technical aptitude and the ability to learn product applications.
• Additional language skills that support the branch's customer base.

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.

• Prolonged periods sitting at desk and working on a computer
• Prolonged periods of standing.
• Ability to lift, move, and carry objects to 15 lbs. 
• Ability to push, pull, squat, kneel, and bend

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. 

M&D provides equal employment opportunity to all qualified applicants and employees without regard to race, color, sex, religion, national origin, age, sexual orientation, gender identity, marital status, familial status, disability, military status, and genetic information.