Customer Operations Specialist - Parts

ASTEC DO BRASIL; Thornbury; On-site; CAD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Customer Operations Specialist, where you'll play a crucial role in connecting with customers and ensuring their parts needs are met. This position involves communication, problem-solving, and collaboration across various departments to provide exceptional service. You'll engage with customers directly, prepare quotes, and assist in inventory management, all while working in a supportive office environment. If you're detail-oriented, organized, and passionate about customer service, this opportunity is perfect for you to grow your career in a dynamic and innovative setting.

Qualifications

• High school diploma required; Associate's or Bachelor's preferred.
• 0-2 years experience in customer operations or similar environment.
• Ability to read mechanical and electrical drawings preferred.

Responsibilities

• Determine customer parts requirements and prepare quotations.
• Coordinate with departments to meet customer requests.
• Assist with inventory management and resolve customer issues.

Skills

Customer Service

Communication Skills

Problem Solving

Attention to Detail

Mechanical Understanding

Education

High School Diploma

Associate's Degree in Business

Bachelor's Degree in Marketing

Tools

Microsoft Office

General Office Equipment

Job description

Job Title Customer Operations Specialist - Parts Job ID 27752308 Location Thornbury, Ontario, CA Other Location Description BUILT TO CONNECT

Astec is a global, environmentally focused infrastructure and manufacturing company of asphalt road building and aggregate processing. Our mission is to design and build the most innovative products for the industries we serve. Leveraging innovative solutions and technologies, we serve customers all over the world.

About The Position

Primarily responsible for determining customer parts requirements for Astec customers, pricing quotes, communicating the same, and placing orders into proper internal systems. Working with engineering associates and established Astec guidelines. Responsible for research as needed, working through Engineering, Service, Controls, Sales, Shipping and Manufacturing as required

Key Deliverables

• Provide assistance to Astec direct customers and dealers
• Locate the correct parts and prepare the parts quotations as per the customer’s request
• Coordinate with other departments to ensure that the customer’s requests are met
• Accurately process all parts sales orders
• Follow up on quotes and orders with customers
• Work closely with outside sales team
  
  

Key Activities & Responsibilities

• Answer customer calls and emails; help determine customer requirements. Extensive research.
• Prepare quotes, offer advice and suggestive selling.
• Identify correct part(s) for customer using mechanical and electrical drawings, electronic and hard copy of manuals, various search engines, engineers, and other resources.
• Coordinate with procurement and production on lead-time and expediting needs.
• Inform Supervisor or Manager of inventory shortage and discrepancy.
• Prepare and enter detailed parts quotes into Astec system.
• Work with customers and other departments to resolve problems i.e., breakdown, wrong parts, replacement solutions, returns, warranties etc.
• Follow up on quotes and previous correspondence with customers, dealers and Regional Sales Managers.
• Closely work with the parts shipping team members. Understand all shipping options available to our customers (small packages, LTL, full truck load, hotshot carrier etc.).
• Work closely with other Astec sites and products.
• Travel a week at a time, one to three times a year to call on direct customers and dealers; Plant visits, trade shows, dealer visits (selection, stock levels, training etc.).
• Assist Supervisor and Manager in development and execution of marketing strategy for parts sales.
• Attend customer service school lunches, dinners, and other functions as necessary (may be extended work hours)
• Crosstrain and be able to assist other teams within the Parts Dept. including shipping and the warehouse.
• Participate in cross-department teams and committees as needed.
• Maintain daily/weekly/monthly/quarterly administrative tasks.
• Expected to carry “on call” duties (rotating schedule)
• Always follows company policies and procedures.
• Always follows proper safety rules and procedures.
• Performs other duties as assigned.
  
  

To be successful in this role, your experience and competencies are:

• High school diploma or equivalent required. An Associate’s or bachelor’s degree in business or marketing is strongly desired and or a combination of experience and training that provides the required knowledge, skills, and abilities.
• Must be able to speak and write in English fluently. Excellent oral and written communication skills.
• 0-2 years of work experience in similar environment
• Some experience in mechanical or machinery related industry preferred.
• Ability to read and interpret mechanical and electrical drawings preferred.
• Ability to work well with others, exercise sound judgment and solve problems, work independently and effectively manage workload (well-organized), be resourceful, attention to details (meticulous) and work well under pressure.
• Ability to operate general office equipment including telephone, computer, calculator, photocopier, and scanner.
• A working knowledge of Microsoft Office products preferable.
• Must have excellent interpersonal, communication, and collaboration skills.
• Ability to travel as needed
• Must be able to meet regular attendance requirements.
  
  

Supervisor and Leadership Expectations

• None
  
  

Our Culture and Values

Employees that become part of Astec embody the values below throughout their work.

• Continuous devotion to meeting the needs of our customers
• Honesty and integrity in all aspects of business
• Respect for all individuals
• Preserving entrepreneurial spirit and innovation
• Safety, quality and productivity as means to ensure success
  
  

NOTE: This position responsible for certain internal control responsibilities. These internal control responsibilities are verbally communicated to the incumbent and periodic feedback is provided as it relates to the performance of these internal control responsibilities.

WORK ENVIRONMENT

Office

While performing the duties of this job, the employee is regularly exposed to risk of injury in an office environment and occasionally a manufacturing shop plant environment. Duties include a typical office setting including extensive computer work, sitting or standing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EQUAL OPPORTUNITY EMPLOYER

As an Equal Opportunity Employer, Astec does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person’s veteran status or any other characteristic protected by law or executive order.