Manages the daily operations of the parts sales department. Support the CSR team members in Alpharetta, Redmond and Sandusky, travel between the sites to nurture a team environment among the levels of CSR’s. This individual will monitor and coordinate efforts between parts sales, Alpharetta operations manager, and inventory/purchasing department to assist in maintaining adequate inventory levels. Responsible for customer relationships relative to orders, inquiries, quotes, complaints, etc. for issues involving spare parts. Supports new product promotions, pricing, parts sales, and management of data related to these activities. Maintains accurate metrics to monitor and document CSR activities.
Essential Duties and Percent of Time Spent:
Supporting the CSR team members in Alpharetta, Redmond and Sandusky and travelling between the sites to nurture a team environment amongst the levels of CSR’s.
Work with CSR’s on continuous improvement on the current processes.
Help to develop EDI , customer order portals and other customer order networks to support order entry, order confirmation and invoicing.
Run daily, weekly and monthly reports to support department and company initiatives. Develop, monitor and publish metrics to monitor and document CSR activities
Works with the internal customer to achieve external customer needs and maintains appropriate communications on order status.
Support inquiries from CSR I & II on items that require extensive support to understand the product or parts being quoted.
Knowledge and Skills:
Bachelor’s degree required. Must have good phone and typing skills and understand CRM terminal usage. Must have good personal computer skills in Microsoft Office programs including Word and Excel. Ability to effectively and professionally respond to customers through oral and written correspondence is a must. Must be detail oriented, and able to handle multiple tasks and requests and be able to organize and prioritize.
At least three to five years of supervisory experience with a customer facing team or activity and/or specialized training in a related field of customer service or spare parts supply.