Customer Service Representative - Parts

Biesse; Charlotte (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Biesse America, based in Charlotte, NC, is seeking an experienced Parts Customer Service Representative to join our team. You will handle parts orders, quotes, and inquiries, coordinating with internal departments and factories to ensure timely fulfillment.

Ideal candidates have 2-3 years in inside sales or customer service within manufacturing, tooling, or parts environments, and are proficient with Oracle or similar queue systems.

Qualifications

• 2-3 years of inside sales/customer service/call center experience.
• Auto parts, tooling, machinery, or manufacturing/production industry experience preferred.
• Experience using Oracle or a similar system for queue management and order placement.
• Excellent written, verbal and interpersonal communication skills.
• Ability to prioritize tasks in a fast-paced environment.
• Organization and issue tracking skills with ability to follow through on commitments to customers.
• Self-starting attitude, willingness to take initiative, ask questions and drive for results.

Responsibilities

• Manage the Parts department DBMS queue orders and customer inquiries.
• Utilize the Parts department system portals to manage customer orders and research items related to customer requests.
• Field inbound calls from customers, sales reps and field technicians and complete quotes and sales orders.
• Process orders including quotes, confirmations, and tracking fulfillment.
• Build relationships with internal departments and Biesse Factories to streamline requests and orders.
• Research complex issues and resolve with strong customer service.
• Collaborate with team members to streamline processes and resolve issues.
• Follow up with customers on outstanding requests for updates.
• Resolve logistical issues with North American customers including quality claims and missing shipments with Warehouse Manager.
• Identify and elevate issues to supervisors as needed.
• Other duties as assigned.

Skills

Communication

Prioritization

Organizational skills

Initiative

Tools

Oracle

Job description

Biesse is a multinational manufacturer of integrated lines and machines for the processing of wood, glass, stone, metals, plastics-composites and materials of the future.

Founded in Italy in 1969 and listed in the Euronext STAR segment of the Italian Stock Exchange, we support the business development of our customers in the furniture, housing & construction, automotive and aerospace sectors. Biesse's vision is to simplify clients' manufacturing processes and provide them with the most suitable solutions.

Biesse America, located in Charlotte, NC, has been serving the US Market since 1989. We're looking for an experienced Parts Customer Service Representative to join an exceptional team in contributing to the company's continued growth and success.

How You'll Be a Factor:

• Manage the Parts' department database management system (DBMS) queue orders and customer inquiries.
• Utilize the Parts departments system portals to manage customer orders and research the appropriate items related to customer request.
• Field inbound phone calls from customers, sales representatives and/or field technicians and complete parts quotations and sales orders.
• Order processing includes, but is not limited to, requesting and sending quotes, confirming orders, and tracking order fulfillment.
• Build relationships with various internal departments and Biesse Factories to streamline customer requests and orders.
• Utilize problem-solving skills to research complex issues, reach a conclusion, and execute with exceptional customer service.
• Collaborate with team members to streamline and improve processes and procedures as well as resolve customer issues.
• Follow up with customers who have outstanding requests to provide any updates or developments.
• Resolve logistical issues with North American customers including, but not limited to quality claims and missing shipments in tandem with the Warehouse Manager.
• Identify and elevate issues as necessary to supervisors.
• Other duties as assigned.

Qualifications:

• 2-3 years of inside sales/customer service/call center experience;
• Auto parts, tooling, machinery, or manufacturing/production industry experience preferred
• Experience using Oracle or a similar system for queue management and order placement
• Excellent written, verbal and interpersonal communication skills
• Ability to prioritize tasks In a fast-paced environment
• Organization and issue tracking skills with ability to follow through on commitments to customers
• Self-starting attitude, willingness to take initiative, ask questions and drive for results