Customer Service Representative (Aftermarket Parts)

The Customer Service Rep (CSR) is the key manager of CLARK’s Aftermarket Parts business relationships with the dealers. The CSR Manages all customer inquiries coming in from dealers and customers, regarding accounts, products, price, and services offered by CLARK Material Handling Company. The position provides professional aftermarket parts support to dealers by identifying and quoting the required items, obtaining orders for those items and processing the orders through our systems.    Brief Description of Duties: The CSR will be the point of contact for our dealers and customers to resolve parts ordering issues. Must be able to build & maintain positive and professional relationships with dealers. The CSR is responsible to process on the average of 80-100 dealer inquiries via phone calls, tickets and emails each day. Correctly identify and provide accurate replacement part information on inquiries Maintain availability to answer a high volume of incoming dealer calls. Must attain group target of 100% calls answered within 10 seconds.  Provide satisfactory inquiry support to the respective regional dealers in the areas of parts availability, pricing, order entry, and order status. Initiate and follow up on requested expedite requests from dealers Provide basic technical support to the dealers Maintain internal group and departmental support for training and marketing efforts. Proactively market and sell parts by contacting customers by telephone, fax or email and maintaining a   log of those activities. Coordinate with other departments to insure the successful fulfillment of the customer’s orders and requests.  Maintain an inquiry database in access of all incoming and outbound calls.   Basic Qualifications: High School Diploma  with 2-4 years Customer Service experience or related experience in the forklift or construction equipment industry Must have a working knowledge of the equipment in the material handling or heavy equipment industry, with a background in support services Basic knowledge of forklift operations and or possess a high degree of mechanical aptitude Must possess knowledge and experience reading and interpreting parts books, drawing,  and manuals Ability to communicate effectively with others internally and externally at various levels of the organization through clear, concise writing, telephone usage and presentation skills Ability to handle volume and mix of assignments on a daily basis Good computer skills with proficiency in ERP/BaaN, Parts Pro, Salesforce, Microsoft office, Access, PRMS, JDE & Web Ordering. Must be able to sit for long periods of time, and spend a large portion of the work shift entering or retrieving data within our computer systems, responding to calls, tickets & email and maintaining good notes on activities.   Requires excellent communication skills both verbal and written Efficient & accurate  10-key calculator skills and typing Good interpersonal skills and be an analytical problem solver Must be able to work a flexible work schedule Must be authorized to work in the US indefinitely without any sponsorship    Physical/Environmental Conditions: This position is located in a fast paced and crowded office environment.  Constantly deals with people, much of the time via telephone, video conferencing and computer.  Most of work is performed at a desk, but must walk to the Technical area or other departments to research technical inquiries, and works with elevated microfiche equipment, all in a crowded area.      Disclaimer: This position description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job. Incumbents may be required to perform other duties as assigned or as required by the needs of the business. CLARK Material Handling Company retains the discretion to change or add to the duties of the position at any time.