Customer Service Representative

Customer Service Representative

NFI Parts is North America's most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. NFI Parts is the parts division of NFI Group, providing replacement parts for New Flyer transit buses, MCI motor coaches, ADL buses, ARBOC vehicles, as well as the product lines for the acquired NABI and Orion parts businesses. NFI Parts maintains extensive cross-references for parts and has established relationships with over 1,000 suppliers.

POSITION GOAL:

The Customer Service Representative (CSR) will perform all the daily transactional activities required for the customer (Customer quotations, simple contracts, product returns and technical requests), as well as provide input and feedback to customer strategies, revenue/margin budgets and other customer/team related initiatives.

WHAT YOU WILL DO

• Communicate with customers on all required correspondence on quotes, purchase orders, contracts, RMA, and technical request.
• Develop and recommend customer sales and margin strategies that encompass our business goals and objectives such as offering alternate products to customers (if applicable), and request for cross reference information.
• Establish specific customer targets and actions with the customer team and ensure support from CSM and TSR.
• Quarterly review with the CSM on all customer-related initiatives. Monthly review and update of Profitability Files.
• Provide pricing and availability on all daily quotes. CSRs will collaborate with Contracts Specialist who will execute customer contracts.
• Provide customer support when a Coach Down situation is identified; ensure parts are expedited and that all avenues are explored so that the customer receives parts as soon as possible.
• Provide customers with technical assistance as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts).
• Obtain daily quotes and contract approvals and award information from customers.
• Review open sales order reports weekly and review upcoming orders and all past due orders; expediting orders with purchasing/manufacturing that are past due.
• Reconcile all sales order discrepancies with customer such as price discrepancy, incorrect quantity, lead time, etc.
• Negotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMA's that are past due.
• Work with Traffic department on delivery issues with customers. If proof-of-delivery is required use online tracking or carrier tracking system.
• Creating and monitoring until final approval New Load Requests, Data Change Requests and Pricing Requests.
• CSRs to review contract requirements in collaboration with the Contract Specialist. All CSRs will obtain pre-approval from CSM and get required approvals on bids from CSM/CSD, VP or President.
• CSRs to coordinate insurance and bid bonds for customer RFP's when required while collaborating with the Contracts Specialist.
• Work directly with the customer to gather and understand their business objectives, funding and operating budgets, buying trends and item usage to be able to support internal stocking strategies and inventory planning by customer.
• Proactive selling of all products, from knowledge obtained from customers and the transit industry.
• Participate in major projects or programs in collaboration with the Contracts/Program Specialist, as required.
• Assist Accounts Receivable with collections when required.
• Request additional reports from Analyst as required.
• Review/create Contact Reports identify action items and coordinate any tactical responses required.
• Attend trade shows as required.