Parts Specialist

Tampa, FL

Post Date: 11/20/17 Job ID: 68728 Industry: Clerical

Parts Specialist in the Service Department This position reports to the Service Sales Operations Manager.

Summary
: Provide X Ray technical sales support to customers and internal personal seeking information on parts, upgrades, test samples and other spares. This position interacts with all levels of personnel internally and externally requiring proficient communication skills, both oral and written.

Essential Duties and Responsibilities include the following
:

Deliver World Class Customer service with a focus on increasing customer retention rate and providing outstanding customer support

Build repeat sales opportunities through strong customer relationships by focusing on customers wants and needs

Responsibilities include, but are not limited to, customer communication, identifying their needs, preparing proposals and entering orders

Thorough follow-up on all leads generated in the marketing process

Develop X Ray parts quotes for customers to facilitate payment and order entry

Research and collect data from Bill of Materials (BOM) and drawings from several computer based programs to provide accurate information to the customer and FSE

Process orders within 2 hours of receipt and taking all necessary steps to assure customer satisfaction

Provide to the customer and interdepartmental personnel order status follow-up, evaluate pending items and addressing to ensure accurate and final shipment

Provide customer with status updates on electronic and system repairs

Report to management order fulfillment problems, dissatisfied customers and issues that impact ability to serve the customer or issues that require immediate attention

Provide communication to other  locations in order to ensure orders are expedited and satisfy customer requirements.

Process free-of-charge (FOC) and warranty request orders

Process electronic and system repair and exchange orders to customers satisfaction

Complete Service Orders (SRO) documents with high level of accuracy and details to ensure quick response time

Review "bad RMA" shelf daily and ensure all recent receipts are processed.

Process return material authorization orders with high level of accuracy and details to ensure quick response time

Draft and send for approval commercial credits

Understand and achieve Key Performance Indicators (KPIs)

Other duties as assigned

Primary Contacts:

External Customers

Interdepartmental Personnel

Customers

Knowledge, Skills, Attitude:

Exceptional written and verbal communication skills

Excellent organizational skills, efficient and detail-oriented

Outstanding communication skills, written and verbal, as well as excellent interpersonal skills to foster interaction within all levels of the organization, clients and subcontractors

Skilled in operating a personal computer

Ability to handle complex operations while engaged with the customer on the phone

Capable of handling multiple projects with changing priorities and deadlines

Works well in a highly energized environment, can handle distractions works as a team player

Basic knowledge and understanding of metal detectors and x-ray equipment beneficial

Experience with computerized office systems and software (i.E., Microsoft Office Suite, Microsoft Outlook)

Experience in SAP or another ERP software system and Saleslogix helpful

Educational requirements:

High school diploma or equivalent experience, Associate Degree in business, technical sales or marketing preferred

2-4 years experience in a customer service sales environment

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