Parts Sales Representative

R A Pearson Company; Spokane (WA); On-site; USD 52,000 - 76,000; Full time

Job summary

R A Pearson Company is seeking a detail-oriented Customer Service Specialist to identify parts requirements from verbal descriptions, research blueprints/CAD drawings, and coordinate build or purchasing activities to ensure on-time delivery.

You will process orders, prepare correspondence, and support multiple locations with a collaborative approach and strong judgment. Associates degree and 5+ years in customer service are preferred.

Qualifications

• Education: Associates Degree in a related discipline preferably in manufacturing or packaging.
• Experience: Minimum five years in customer service, call center, or related area.
• Skills: CAD / Blueprint Reading; Proficient in Microsoft Office Suite; ERP/CRM experience; strong written and verbal communication; knowledge of electrical/mechanical parts; ability to prioritize in a fast-paced environment; collaborate across departments.

Responsibilities

• Assist customers in identifying needed parts through researching bills of materials, reviewing drawings, screen sharing or using engineering resources; prepare quotations and process orders.
• Work with engineering to prepare recommended spare parts lists for new machinery; present during FAT visits.
• Follow up on unprocessed orders and provide timely shipment information; expedite rush orders.
• Process non-conformances, returns and warranty issues with shipping/inventory and accounting collaboration.
• Cross-train new hires and provide ongoing training as needed.
• Maintain and update customer database with accurate ship-to and contact information; support accounts receivable as needed.

Skills

CAD / Blueprint Reading

Microsoft Office Suite

Customer service

Ability to prioritize workflow

Team collaboration

Communication via email/phone

Electrical/Mechanical Parts Knowledge

Education

Associates Degree in a related discipline

Tools

Epicor ERP

CRM systems

Job description

Description

A. BASIC FUNCTION:

Performs a variety of tasks associated in first identifying a specific customer’s parts requirements from rough verbal descriptions through researching their system blueprints / CAD drawings and then coordinating and tracking build or purchasing activities to ensure the customer parts requirements are accurate and delivered on time. Processes orders, prepares correspondence and fulfills customer needs to ensure customer satisfaction. Works collaboratively with team members across multiple locations on requests that come into their individual inbox, shared inbox, customer portal or via phone. Relies on experience and sound judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected.

PRINCIPAL JOB DUTIES & RESPONSIBILITIES:

Please list the principal job duties/responsibilities required by the job and show percentage of time allocated to each item (total should be 100%).

• Assist customers in identifying needed parts through researching machine specific bills of material, reviewing drawings, screen sharing with the customer and/or utilizing engineering resources as needed. Prepare and send parts quotations, process parts orders and communicate lead times and other pertinent information to the customer. Assist in quoting requested parts identified through machine audits and/or service trips.
• Work closely with engineering to process and prepare recommended spare parts (RSP) lists for new machinery. Present and discuss list to customers during the Factory Acceptance Test visit
• Follow up on unprocessed orders to ensure order is processed or cancelled in a timely manner. Provide timely order/shipment information to customers as requested. Expedite and manage rush orders by coordinating with inventory/shipment department
• Process non-conformance for incorrect shipments, process returned parts (RMA’s) from customers, manage warranty returns while working collaboratively with shipping/inventory and account to settle customer issues.
• Cross training of departmental new hires and continuous training, as needed.
• Manage customer database by ensuring all customer information is accurate and up to date (ship to addresses, customer contact information, etc.).
• Assist accounting department, as needed, with customer accounts, including invoicing problems, tracking and providing proof of deliveries, providing contact information, and contacting customers on delinquent accounts. Provide lunch and break relief for front desk receptionist (as needed, generally a few times a month).

Requirements

REQUIRED EXPERIENCE AND QUALIFICATIONS:

• Education: Associates Degree in a related discipline preferably in the manufacturing or packaging industry
• Experience: Minimum five years in customer service, call center, or related area
• Skills:

• CAD / Blueprint Reading (2D and 3D).
• Proficient in Microsoft Office Suite.
• Experience with ERP and CRM systems (preferably Epicor).
• Strong grammatical skills with the ability to appropriately communicate via email or phone.
• Electrical/Mechanical Parts Knowledge.
• Ability to effectively prioritize workflow in a fast paced environment.
• Ability to work collaboratively with a variety of departments and team members at all levels with a tactful, professional, energetic and positive approach.