Parts Advisor - Tier 2

FAWN MANUFACTURING INC; Des Moines (IA); On-site; USD 28,000 - 30,000; Full time

Job summary

FAWN MANUFACTURING INC is seeking a Customer Service – Parts specialist in Des Moines, IA. The role handles inbound calls, emails, and internal requests to identify parts, process orders, and provide accurate, timely solutions.

You will interpret diagrams and system data to verify compatibility, update CRM records, and collaborate with warehouse and sales teams to ensure smooth order fulfillment. A high school diploma is required, with ERP/CRM experience a plus.

Qualifications

• Must have strong communication and problem-solving abilities.

Responsibilities

• Assist customers by identifying, selecting, and ordering the correct parts over phone, email, or online.
• Interpret diagrams, manuals, and system data to verify part compatibility for customers.
• Process parts orders, returns, exchanges, and warranty requests accurately.
• Maintain up-to-date knowledge of product lines, inventory, pricing, and promotions.
• Troubleshoot common issues and escalate complex cases as needed.
• Collaborate with warehouse, service, and sales teams to ensure smooth order fulfillment.
• Update customer accounts, order notes, and cases in the CRM or order system.
• Monitor backorders and shipment tracking, and communicate with customers.
• Suggest alternative parts if original components are unavailable.

Skills

Excellent communication

Problem solving

Attention to detail

Fast-paced environment

Reading diagrams

Education

High school diploma or equivalent

Tools

CRM

ERP

Inventory management systems

Job description

• Location 8040 UNIVERSITY BLVD,Des Moines, IA, 50325,United States
• Job Category Customer Service, Parts
• Industry Manufacturing
• Employee Type Non Union
• Required Degree High school
• Manage Others No

Contact information

• Phone [phone]
• Email [e-mail]

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 escalade 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
• 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.