Representative Customer Service - Part Sales

Representative Customer Service- Part Sales

Location: Ocala, FL, US, 34474

Company: REV Group, Inc.

Work Hours: Mon-Fri 8a-5p, 60 min lunch

Scope: Perform functions that include the ability to communicate effectively with customers, dealers and vendors in an unscripted environment using the Salesforce case management system, emails, and telephone. Recommend and sell aftermarket parts, administer and control parts return requests and credit adjustments. Provide REV Fire Parts dealers and customers parts order information as it pertains to pricing, shipping details, backorder information, interpret and disseminate technical information, while projecting a confident and professional image. Act as liaison between Parts Central Warehouse, purchasing, accounts receivable, and management. A strong focus on meeting parts sales and customer service goals is required.

The CSA I position will work closely with a training partner and manager. This is a learn-as-you-go position with minimal training materials due to the unique nature of custom fire apparatus. CSA I will be assigned to B- and C-level dealers, and direct domestic customers.

Essential Functions:

• Handle customer inquiries with a high standard of service in a friendly manner while maintaining a sense of urgency for all requests.
• Maintain a "customer first" attitude at all times.
• Utilize REV Fire Parts' ERP system and Salesforce case management system to research parts and sales orders.
• Gather information from internal and external sources to provide sales quotations to dealers and direct customers.
• Recommend and sell aftermarket parts according to established goals.
• Provide sales promotion and technical information/literature to dealers and customers.
• Coordinate part orders and shipments to customers for quick and effective service and/or repairs.
• Resolve customer issues related to shipping problems, backorders, invoicing, and carrier damaged shipments.
• Manage returned goods authorization requests, in coordination with management.
• Understand and use daily Excel and PowerBI reports, such as Open Backlog, Truck Down, RGAs, and others.
• Be resourceful in gathering information necessary to resolve customer matters.
• Escalate calls as appropriate ensuring a soft transition if an inquiry is beyond scope of knowledge.
• Keep operating managers informed of customer and parts sales trends.
• Demonstrates and utilizes proper and acceptable communication etiquette in all phases of position.
• Administer company policies and procedures for functional responsibility and related activities.

Minimum Requirements:

• High school diploma or equivalent preferred with at least one year of customer service experience.
• Mathematical ability is essential throughout the customer service and parts sales processes.
• Excellent written and verbal communication skills.
• Must be able to multi-task and handle a high volume of daily work.
• Ability to work in a team environment.
• Practical computer experience is required (MS Office suite).

Physical Requirements: While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand; walk and sit. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.

Terex Corporation is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law. Terex Corporation also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans.

Notice for California Residents: Effective January 1, 2020, pursuant to the California Consumer Privacy Act of 2018 (as amended, the "CCPA"), if you are a California resident, you may have certain additional rights. Please click on the link for a description of those rights and how California residents may exercise them.