Parts Advisor - Tier 2

The Wittern Group; Des Moines (IA); On-site; USD 28,000 - 30,000; Full time

Job summary

The Wittern Group in Des Moines is seeking a customer support specialist to help customers identify and order replacement parts, reading diagrams and manuals to verify compatibility. You will handle orders, returns, and warranty requests while keeping accurate records in the CRM system.

You will collaborate with warehouse, service, and sales teams to ensure timely fulfillment, monitor backorders, and communicate updates to customers.

Qualifications

• High school diploma or equivalent required; technical training or industry certifications a plus.
• Previous experience in customer service, call center, or parts-related roles preferred.
• Strong technical aptitude and the ability to read parts diagrams, schematics, or manuals.
• Excellent communication, listening, and problem-solving skills.
• Comfortable working in fast-paced environments with multiple systems and tools.

Responsibilities

• Assist customers over the phone, email, or online platforms with identifying, selecting, and ordering the correct parts.
• Provide knowledgeable support by interpreting diagrams, manuals, and system data to verify part compatibility.
• Process parts orders, returns, exchanges, and warranty requests accurately and efficiently.
• Maintain up-to-date knowledge of product lines, inventory availability, pricing, promotions, and company policies.
• Troubleshoot common customer issues and elevate technical or complex cases when necessary.
• Collaborate with warehouse, service, and sales teams to ensure smooth order fulfillment and customer satisfaction.
• Update customer accounts, order notes, and case details in the company’s CRM or order management system.
• Monitor backorders, shipment tracking, and follow-up communication to keep customers informed.
• Suggest alternative parts or solutions when original components are discontinued or unavailable.
• Support team goals by meeting performance metrics related to accuracy, service quality, and response time.

Skills

Communication skills

Problem solving

Customer service

Time management

Teamwork

Adaptability

Technical reading

Education

High school diploma or equivalent

Tools

CRM software

ERP software

Inventory management systems

Job description

Brief Description

Position starts at $20-$22/hr.

Responsible for providing exceptional customer service and technical assistance to customers seeking replacement parts, product information, and order support. This role handles inbound calls, emails, and internal requests to identify parts, process orders, resolve issues, and ensure customers receive accurate, timely solutions.

Key Responsibilities

• Assist customers over the phone, email, or online platforms with identifying, selecting, and ordering the correct parts.
• Provide knowledgeable support by interpreting diagrams, manuals, and system data to verify part compatibility.
• Process parts orders, returns, exchanges, and warranty requests accurately and efficiently.
• Maintain up-to-date knowledge of product lines, inventory availability, pricing, promotions, and company policies.
• Troubleshoot common customer issues and elevate technical or complex cases when necessary.
• Collaborate with warehouse, service, and sales teams to ensure smooth order fulfillment and customer satisfaction.
• Update customer accounts, order notes, and case details in the company’s CRM or order management system.
• Monitor backorders, shipment tracking, and follow-up communication to keep customers informed.
• Suggest alternative parts or solutions when original components are discontinued or unavailable.
• Support team goals by meeting performance metrics related to accuracy, service quality, and response time.

Knowledge And Skills

• Excellent communication, listening, and problem-solving skills.
• Comfortable working in fast-paced environments with multiple systems and tools.
• Proficiency with CRM, ERP, or inventory management systems.
• Detail-oriented with strong organizational and follow-up abilities.
• Customer-focused mindset
• Technical accuracy
• Clear verbal and written communication
• Time management
• Collaboration and teamwork
• Adaptability

Requirements

• High school diploma or equivalent required; technical training or industry certifications a plus.
• Previous experience in customer service, call center, or parts-related roles preferred.
• Strong technical aptitude and the ability to read parts diagrams, schematics, or manuals.
• Excellent communication, listening, and problem-solving skills.
• Comfortable working in fast-paced environments with multiple systems and tools.
• Proficiency with CRM, ERP, or inventory management systems.
• Detail-oriented with strong organizational and follow-up abilities.

Key Competencies

• Customer-focused mindset
• Technical accuracy
• Clear verbal and written communication
• Time management
• Collaboration and teamwork
• Adaptability