Customer Support Specialist

86 Repairs; Fort Wayne (IN); On-site; USD 37,000 - 50,000; Full time

Benefits offered by this job

Parts Town Pride

Quarterly profit sharing bonus

Fitness center

Game room and on-site food market

Employee appreciation events

Volunteer opportunities

Casual dress code

Health insurance

401k with match

Paid time off

Paid sick time

Paid holidays

Paid parental leave

Professional development opportunities

Job summary

Parts Town is seeking a Customer Support Specialist (Support Squad) to assist our Part Experts with a variety of customer needs. You will handle sales, service, and support requests when purchasing parts, ensuring accurate communication across portals and email queues.

The role emphasizes strong organizational skills, collaboration across segments, and a proactive attitude to deliver exceptional service while maintaining high integrity and accuracy in data handling.

Qualifications

• Fluent in English with strong written and verbal communication.
• Ability to work collaboratively across teams and independently when needed.
• Detail-oriented with good data-analysis mindset.

Responsibilities

• Assist Part Experts with sales, service and support needs when purchasing parts.
• Cover portals (Web, EDI, MDA, Marketplace) and manage email queues and case escalation.
• Create and update survey/escalation cases and distribute reports to business units.
• Respond to customer inquiries with accurate warranty credits and ROSD escalation handling.
• Deliver exceptional customer service via internal and external emails.

Skills

Excellent communication

Team player

Detail-oriented

Independent worker

Data analysis

Education

Tools

Bloomfire

Job description

Description

Position at Parts Town

See What We're All About

As the fastest growing distributor of foodservice equipment parts, we like to do things a little differently. We believe our team should be like family. Not like a second cousin, twice removed, but more like the family you choose to be with every day. First, you have to demonstrate our core values and keep safety as your #1 priority, that’s key. But we're also looking for unique enthusiasm, high integrity, courage to embrace change and if you know a few jokes, that puts you on the top of our list.

Do you have a genius-level knowledge of foodservice equipment parts? If not, no problem! We're more interested in passionate people with fresh ideas from different backgrounds. That's what keeps us at the top of our game. We're proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list, twelve years in a row and the Crain's Fast 50 list eight times.

If you're ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let's chat -

Perks

• Parts Town Pride – check out our virtual tour and culture!


• Quarterly profit sharing bonus


• Fitness center, game room and on-site food market


• Team member appreciation events and recognition programs


• Volunteer opportunities


• Casual dress code


• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don't worry, we've got you covered.

The Job at a Glance

The Customer Support Specialist (Internally known as the Support Squad) will work closely assisting our Part Experts with many issues that may arise. They will be the team member behind the curtain who serves our customers' sales, service and support needs when purchasing parts. If you demonstrate strong organizational skills, coupled with a collaborative spirit to ensure effective communication and cooperation across the segments you support, we want to talk to you.

A Typical Day

• Cover the AIF portals (Web, EDI, and MDA, Marketplace, ZDRP)


• Create and Update survey and escalation cases for AIF


• Sort the Customer Service Email Queue


• Manage the [email protected] emails – including but not limited to: merging accounts, creating import lists, creating UPS labels, updating account information, and registering users


• Sort, update, and combine the new account list


• Create Bloomfire documents as needed.


• Sort and distribute reports to their specific business units


• Assist with the UPS Exceptions Report


• Manage customer portals


• Create and email warranty credits to the customer


• Create ROSD escalation cases


• Deliver exceptional customer service through emails to our internal and external customers

To Land This Opportunity

• You're an all-star communicator and are fluent in English (both written and verbal)


• You are a team play but can tackle projects independently too


• You enjoy interacting with team members and leaders across the business


• You're able to multi-task but don't miss a beat when it comes to details!


• You a problem-solving detective and love analyzing data


• You have strong personal integrity, and have dedicated work ethics


• You show independent discretion and make decisions in a time sensitive environment with minimal direction


• You thrive on prioritizing and have the versatility to quickly change directions

About Your Future Team

Our team lives by our culture. We are passionate about celebrations, animals, and coffee. We also work hard and play hard and take pride in having fun while working. We bring 100% each day and never take ourselves too seriously. With our team, there is never a dull moment!

At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated. The salary range for this role is $37,348.78 - $50,403.56 annually ($17.96 - $24.23 hourly) which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay-for performance-company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.