Parts Specialist II

Parts Specialist II

The Parts Specialist II is responsible for providing accurate service parts information to our authorized dealer network under general supervision with minimal guidance from leadership and higher level Parts Specialists. Assist customers in a variety of questions, requests, and issues, effectively research, document, track and monitor customers' requests and issues to ensure timely resolution.

Responsibilities:

• Provides accurate information to the Dealer Network in a friendly manner.
• Administrates inbound and outbound customer contacts and uses existing procedures to solve routine and non-routine to customer contacts.
• Order Management - Maintain parts orders with standard to moderately complex SAP transactions.
• Communicate directly with shipping facility on order issues.
• Achieves Service metrics goals for customer contacts
• Attempts to de-escalate customer contacts appropriately ensuring a soft transition if an inquiry is beyond scope of knowledge; Maintains business and product knowledge through training and continuing education
• Mentor less experienced Parts Specialist
• Participate in process/policy and continuous improvement
• Performs other duties as assigned.

Minimum Qualifications:

• Associate Degree or equivalent experience in relevant field
• 2 years related experience
• Basic knowledge of SAP

Preferred Qualifications:

• Bilingual Spanish
• Electrical or mechanical ability to read exploded views;

Knowledge, Skills and Abilities:

• Excellent Customer Service skills;
• Ability to communicate verbally and in writing in a professional manner;
• Solid order/inventory management skills
• Basic understanding and knowledge of engine/generator maintenance schedules and requirements
• Solid knowledge of Microsoft office suite
• Solid problem-solving skills
• Ability to remain calm in high-stress situations
• Developing leadership competencies self-motivated with emphasis on process improvement
• Ability to work independently with attention to detail;
• Can do attitude with emphasis on teamwork.
• Basic SAP knowledge

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.