Customer Service Representative

NFI Parts Inc; Delaware (OH); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive wages

Comprehensive benefit package

401K with generous company match

Paid holidays and vacation

Inclusive workplace culture

On-the-job training

Advancement opportunities

Job summary

NFI Parts, the parts division of NFI Group, is seeking a Customer Service Representative (CSR) to handle quotes, contracts, RMAs, and technical requests. The CSR will support pricing strategies, order management, and cross-functional collaboration to meet customer and business goals.

The ideal candidate brings strong communication, analytical skills, and familiarity with Oracle and BOM processes, with travel up to 10% and a focus on service excellence.

Qualifications

• High School Grad / Business Admin. Certificate.
• Knowledge of Oracle systems/processes and Bills of Materials.
• Microsoft Office, Excel, analytical, communication and organizational skills.
• Basic office equipment familiarity.
• Transit Industry experience is considered an asset.
• Ability to travel up to 10%.

Responsibilities

• Communicate with customers on quotes, POs, contracts, RMAs, and technical requests.
• Develop and recommend customer sales and margin strategies that support business goals.
• Establish customer targets and actions with the customer team and secure support from CSM/TSR.
• Quarterly review with the CSM on customer initiatives; monthly profitability file updates.
• Provide pricing and availability on daily quotes; collaborate with Contracts Specialist on contracts.
• Expedite parts and coordinate for Coach Down issues to ensure delivery speed.
• Provide technical assistance using manuals, BOMs, engineering drawings, and vendor manuals.
• Obtain daily quotes and contract approvals from customers.
• Review open sales orders and past due orders; expedite with purchasing/manufacturing as needed.
• Coordinate returns of parts and arrange carrier call tags for RMAs.

Skills

Analytical skills

Communication

Organizational skills

Adaptable/flexible

Education

High School Grad / Business Admin. Certificate

Tools

Oracle

Bills of Materials

Job description

NFI Parts™ is North America's most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. NFI Parts is the parts division of NFI Group, providing replacement parts for New Flyer® transit buses, MCI® motor coaches, ADL buses, ARBOC® vehicles, as well as the product lines for the acquired NABI and Orion parts businesses. NFI Parts maintains extensive cross-references for parts and has established relationships with over 1,000 suppliers. Learn more at www.nfi.parts.

Position Goal

The Customer Service Representative (CSR) will perform all the daily transactional activities required for the customer (customer quotations, simple contracts, product returns and technical requests), as well as provide input and feedback to customer strategies, revenue/margin budgets and other customer/team related initiatives.

What You Will Do

• Communicate with customers on all required correspondence on quotes, purchase orders, contracts, RMA, and technical request.
• Develop and recommend customer sales and margin strategies that encompass our business goals and objectives such as offering alternate products to customers (if applicable), and request for cross reference information.
• Establish specific customer targets and actions with the customer team and ensure support from CSM and TSR.
• Quarterly review with the CSM on all customer-related initiatives. Monthly review and update of Profitability Files.
• Provide pricing and availability on all daily quotes. CSRs will collaborate with Contracts Specialist who will execute customer contracts.
• Provide customer support when a Coach Down situation is identified; ensure parts are expedited and that all avenues are explored so that the customer receives parts as soon as possible.
• Provide customers with technical assistance as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts).
• Obtain daily quotes and contract approvals and award information from customers.
• Review open sales order reports weekly and review upcoming orders and all past due orders; expediting orders with purchasing/manufacturing that are past due.
• Reconcile all sales order discrepancies with customer such as price discrepancy, incorrect quantity, lead time, etc.
• Negotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMA's that are past due.
• Work with Traffic department on delivery issues with customers. If proof-of-delivery is required use online tracking or carrier tracking system.
• Creating and monitoring until final approval New Load Requests, Data Change Requests and Pricing Requests.
• CSRs to review contract requirements in collaboration with the Contract Specialist. All CSRs will obtain pre-approval from CSM and get required approvals on bids from CSM/CSD, VP or President.
• CSRs to coordinate insurance and bid bonds for customer RFP's when required while collaborating with the Contracts Specialist.
• Work directly with the customer to gather and understand their business objectives, funding and operating budgets, buying trends and item usage to be able to support internal stocking strategies and inventory planning by customer.
• Proactive selling of all products, from knowledge obtained from customers and the transit industry.
• Participate in major projects or programs in collaboration with the Contracts/Program Specialist, as required.
• Assist Accounts Receivable with collections when required.
• Request additional reports from Analyst as required.
• Review/create Contact Reports identify action items and coordinate any tactical responses required.
• Attend trade shows as required.

Requirements

• High School Grad / Business Admin. Certificate
• Knowledge of Oracle systems/processes, Bills of Materials, basic knowledge of transit vehicles and systems
• Microsoft Office, Excel, Analytical skills, Communication and Organizational Skills, Adaptable/flexible
• Basic office equipment (computer, projector, printer, etc.)
• Transit Industry experience is considered an asset
• Ability to travel up to 10%

Benefits

• Be part of a team leading the world's electrification of mass mobility and creating a better product, a better workplace, and a better world
• Competitive wages and comprehensive benefit package
• Paid holidays and vacation
• 401K with generous company match
• Inclusive workplace culture that values and empowers team members
• On-the-job training in a continuous learning environment (we invested $15.9 million in 2024)
• Advancement opportunities within our family of companies

Why Join Our Team

• Be part of a team leading the world's electrification of mass mobility and creating a better product, a better workplace, and a better world
• Competitive wages and comprehensive benefit package
• Paid holidays and vacation
• 401K with generous company match
• Inclusive workplace culture that values and empowers team members
• On-the-job training in a continuous learning environment (we invested $15.9 million in 2024)
• Advancement opportunities within our family of companies

Our Why: We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable.

NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions. News and information are available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.arbocsv.com, www.alexander-dennis.com, www.carfaircomposites.com and www.nfi.parts.

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