Parts and Service Support Representative

SCOPE OF ROLE:The Service Support Representative is responsible for providing additional support in managing the parts division of the Service Department. This role will provide fast & friendly support to customers, troubleshoot with customers over the phone and through email, and promote and process orders for replacement parts, Additionally, this position will help support the technicians’ workflow process and invoice completed work orders.KEY RESPONSIBILITIES:Service Support:Maintaining accurate inventory and pricing information within ERP systemReceiving and processing completed work ordersShipping and receiving parts and equipmentInvoicing service requests and obtaining payment methodsAssisting with inventory cycle counts and stock level recommendationsMaintaining accurate records of technician hoursManage the incoming returns processParts Sales:Processing customer and technician parts requests accurately and efficientlyCreating and managing purchase orders with suppliers and vendorsTracking part availability, lead times, and shipment statusCoordinating emergency and expedited parts ordersCommunicating order status updates to customers and Rocket teamSourcing parts with both new and existing suppliersResolving order discrepancies, warranty claims, and vendor issuesDemonstrating knowledge of ERP systems and Microsoft OfficeManaging Hubspot parts ticketsFollowing all OSHA and Rocket safety guidelinesOther duties as assignedKNOWLEDGE, SKILLS AND ABILITIES (KSA’s):College degree, preferred5+ years in Customer Service and/or PartsStrong communication and collaboration skillsProblem solving and decision making abilities #J-18808-Ljbffr