Customer Service - Parts Advisor

Jayco Family; Middlebury (IN); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance options

HSAs and FSAs

Vision insurance

Disability and Life Insurance

401k with discretionary match

On-site Fitness Center (IN)

Job summary

Jayco operates a Middlebury, Indiana call center serving as the primary contact for dealers and retail customers seeking aftermarket sales and parts support.

The role emphasizes handling inquiries, researching parts, pricing, shipping options, and order status, with a focus on accurate information and excellent customer service.

Qualifications

• Customer-facing experience is required.
• Prior high volume call center experience is preferred.
• Manufacturing background knowledge related to RV construction, parts and warranties is preferred.
• Ability to learn and adapt to changing product environments and programs.
• Strong communication skills to mediate escalated issues and keep customers informed.
• Strong organizational skills to prioritize multiple tasks while remaining positive.
• Proficiency in Microsoft Office software including AX.

Responsibilities

• Serve as the main contact for all parts related issues from dealers and retail customers.
• Research engineering drawings & charts, BOMs, work orders, and network documents.
• Assist dealers with part number research, price quotes, shipping options, part availability, and order status.
• Research and create special make item part numbers, descriptions, and build lists.
• Process special order requirements for recalls, bulletins, improvements and warranty no-charge orders.
• Verify accuracy of information on parts orders and maintain knowledge of products for each brand.
• Communicate internally and externally regarding parts availability and status.

Skills

Customer facing

Call center experience

Manufacturing background

RV industry knowledge

Problem solving

Learning ability

Communication

Organizational skills

Microsoft Office

AX

Tools

Microsoft Office

AX

Job description

Purpose:

This position exists to serve as the primary point of contact for all dealers and retail customers providing aftermarket sales and parts support.

Essential Functions:

• Serve as main point of contact for all parts related issues from dealers and retail customers responding and addressing all inquiries appropriately with ability to handle all escalated and complicated parts questions and issues.
• Researches engineering drawings & charts, bill of materials, work orders and network documents.
• Assists dealers with part number research, price quotes, shipping options, part availability, status of existing orders and change orders.
• Researches and creates special make item part numbers, descriptions and build lists.
• Processes special order requirements for recalls, technical bulletins, product improvements and warranty no charge orders.
• Verifies accuracy and completeness of information on parts orders by having a broad understanding of all products for each brand.
• Communicates internally based on dealership and customer requests; communicates externally to convey information regarding parts availability and status.

Experience/ Knowledge:

• Customer facing experience is required.
• Prior high volume call center experience is preferred.
• Manufacturing background is preferred with knowledge of RV construction, processes, parts and warranties, Lemon Laws and recalls.

Necessary Skills & Abilities:

• Ability to learn, grow and adapt to an ever changing product environment including a broad range of company products and programs.
• Must demonstrate a desire and ability to assess problem situations and respond appropriately in professional manner.
• Strong communication skills are required with ability to mediate escalated issues and upset customers.
• Strong organizational skills with the ability to prioritize multiple tasks efficiently while maintaining a positive attitude.
• Proficient in Microsoft Office software including AX.

Work Requirements:

• This position may require sitting, standing, and working in front of a computer monitor in an office setting approximately 95% of the day.
• This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other office tools and equipment; reaching with hands and arms.
• Must comply with all safety procedures and protocols.
• This position is a full-time position, which may require some flexibility in hours & days worked (including Saturdays, as needed).
• Supervisory responsibilities: none.
• Remote work: not available. This position works from a Call Center located in Middlebury, Indiana.
• Regular attendance is required.
• Management reserves the right to assign or reassign duties and responsibilities to this job at any time.

Jayco offers a generous benefits package including:

• (2) Medical Insurance plan options, HSAs, and FSAs
• Family Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only)
• Vision insurance
• Disability and Life Insurance
• 401k plan with an annual discretionary match
• On-site Fitness Center access (IN only)
• Health Clinic for employee use (IN only)
• Employee Assistance Program (EAP) Benefits