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Respond to inbound customer inquiries regarding spare-parts replacements, including worn or damaged components.
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Research and verify part numbers, prepare accurate quotes, process orders, and send confirmations to customers.
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Create and maintain purchase orders and procurement records throughout the order lifecycle.
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Track customer shipments, investigate delays, and provide timely updates.
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Monitor outstanding quotes and convert them into sales opportunities.
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Support Field Service Technicians by preparing quotes and processing spare-parts requests.
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Manage blanket purchase orders for customers with annual part commitments.
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Maintain consistent communication with customers regarding order status, service requests, and product updates.
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Ensure customer satisfaction by resolving issues promptly and escalating concerns when appropriate.
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Consult with the Service Director and Service Sales Managers for discount approvals.
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Assist the Service Sales team with administrative tasks such as researching delayed orders, identifying part numbers, and preparing quotes.
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Maintain a clear and consistent message about product quality and service reliability to support customer retention.
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Collaborate with internal departments to support customer needs and improve service delivery.
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Recommend improvements to enhance departmental processes and customer experience.
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Maintain accurate customer and machine data in Business Central.
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Document all customer interactions, including inquiries, quotes, shipping updates, complaints, and resolutions.
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Develop proficiency in company software such as Microsoft Office, Business Central, and DocuWare.
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Follow documentation standards for tracking productivity and workflow.
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Perform additional duties as assigned.
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Empathy — understands customer perspectives and responds with care and professionalism.
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Active Listening — listens attentively, asks clarifying questions, and summarizes information accurately.
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Communication — conveys information clearly, concisely, and professionally across multiple channels.
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Problem Solving — analyzes issues, identifies obstacles, and recommends effective solutions.
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Responsiveness — addresses customer needs promptly and values timely communication.
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Time Management — prioritizes tasks, stays organized, and manages workload efficiently.
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Attention to Detail — ensures accuracy, minimizes errors, and delivers high-quality work.