Job Overview

We are seeking a Factory Parts Support Representative to join our Underground Hard Rock team in Lively, Ontario.

 

The Factory Parts Support Representative acts as the first point of contact for customer parts and service orders and general customer service enquiries. They are responsible for answering and responding to customer issues with a sense of personal accountability and professionalism and is a key member of a sales team with the aim of building long-term customer satisfaction.

Key Job Responsibilities Correspond verbally, electronically and in writing on a daily basis with defined customers to provide a high level of customer service related to the requirements for parts and service orders; Prepare required information for inventory corrections and adjustments for specified customers on a daily weekly and monthly basis (e.g. warranty returns and credits); Work with inventory management and purchasing staff to facilitate effective planning for inventory; Regular monitoring and informing customers and of daily/weekly or monthly updates about parts issues and critical spares; Takes ownership of customer issues and ensures commitments are met as promised; Proactively informs customers of any changes to order status, backlog issues, or other relevant matters; Creates monthly CSR reports as requested; Advises supervisor of customer concerns and solicits support where needed; Create, monitor and resolve non conformance shipping disputes in the ERP system; Lead on all drop ship orders; and Regular contact with dispatch on shipping method changes. Qualifications/Requirements 4 or more years of customer service experience in a fast-paced industrial environment; Strong customer service focus and skills; High degree of personal accountability and follow-up skills; Excellent communication and organizational skills; Strong computer proficiency including MS Office programs; SAP ERP system knowledge and experience an asset; Heavy mobile equipment knowledge is desired; Distribution and warehousing experience; and Ability to work within a virtual, collaborative team environment with minimal supervision, to achieve both individual and team success.