Parts Specialist

Hoffman & Hoffman Inc; Greensboro (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Hoffman Hydronics is seeking a Parts Specialist in Greensboro, NC to join our Sales & Customer Service team. You will work with employees, vendors, customers and engineers to understand needs, provide solutions, and drive customer satisfaction.

The role emphasizes core values, accurate parts lookup using IPL and diagrams, order processing in NetSuite, and helping customers with warranties, returns, and quotes. Associates welcome; HVAC knowledge preferred.

Qualifications

• Associate degree preferred but not required; HVAC knowledge is a plus.
• 2+ years’ experience in HVAC or similar customer service role.
• Strong communication and interpersonal skills are essential.
• Ability to read and interpret parts diagrams.
• Proficient with CRM systems and order processing.

Responsibilities

• Provide high level of customer service and resolve issues promptly.
• Process orders, quotes, returns, and warranty needs.
• Use IPL/parts diagrams to locate parts and explanations.
• Enter sales orders in CRM (NetSuite) and maintain records.
• Collaborate with sales team and engineers to satisfy customers.

Skills

Customer service

Relationship building

Communication

Attention to detail

Multi-tasking

Problem solving

Education

Associate degree preferred

Tools

NetSuite

IPL diagrams

Parts diagrams

Job description

Position Title: Parts Specialist
Department: Sales & Customer Service
Works with: Employees, Vendors, Customers and Engineers

Do you understand technical concepts easily? Are you a great communicator? Do you value developing relationships with your customers? Do you like the idea of working with a team of people who adhere to a set of core values that drives business forward? We may have a position for you.

Voted one of the Best Employers in NC in 2016, 2017, 2018 and 2019 by BusinessNorth Carolina Magazine, Hoffman Hydronics (formerly Heat Transfer Sales) is actively seeking qualified professionals who:

• Uphold and adhere to Hoffman Hydronics Core Values
• Provide a high level of customer service in a timely, effective, and efficient manner by resolving customer complaints and request by answering and transferring customer calls to the appropriate point of contact.
• Assist with or handle order placements, warranty issues, refunds, product recalls or exchanges.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate customers when applicable and document all interactions with customers.
• Properly handle the processing of customer payments and update customer information as needed.
• Act as first responder for customer call-in requests regarding products or services.
• Ability and willingness to suggest solutions if a product malfunctions
• Must be comfortable with attempting to persuade customers in reconsidering cancellations of orders.
• Work closely with Customer Service Manager and other team members.
• Sell product and services.
• Process and enter sales orders and quotations into CRM (NetSuite)
• Assist in processing and pulling orders at counter sales for walk in customers.
• Facilitate pump repairs by communicating with customer and pump build and repair team.
• Utilize & Research Illustrated Parts List (IPL) / parts diagram.
• Occasional research of past orders
• Remain knowledgeable on products and technologies which Hoffman Hydronics represents.
• Other tasks as assigned.

Education and Experience

• Associate degree preferred but not required.
• 2 or more years’ experience in the HVAC industry preferred but not required.
• Minimum 2 years’ experience in similar role (Customer Service / Warranty & Parts Specialist)
• Highly developed interpersonal and analytical skills.
  

Skills and Qualifications

• A strong customer service presence and ability to develop lasting relationships\
• Ability to read and dissect a parts diagram.
• Detail oriented, professional attitude, reliable.
• Strong time management, problem solving, decision making and analytical skills.
• Ability to multi-task, prioritize and manage time effectively.
• Ability to always greet customers warmly via phone and in person.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to work independently and within a team with emphasis on accuracy and timeliness.
• Must possess a personal need to consistently produce accurate and thorough results.
• Superior written and oral communication skills
• Proven problem solving, leadership and listening skills.
• Product and vendor knowledge (or the ability to quickly learn it)
• Strong mechanical aptitude
• Ability to work in a fast-paced environment and handle multiple task.

Working Conditions

• Normal office environment
• Moderate lifting may be required to move equipment, files and supplies.
• Minimal travel may be required at times.
• Flexibility to work outside of normal office hours to ensure task are completed.
• Occasional work in outside weather conditions

Physical Demands

• Standing: Frequently
• Walking: Frequently
• Sitting: Frequently
• Handling/Fingering: Frequently
• Bending: Frequently
• Pushing/Pulling 12 lbs or less: Frequently
• Lifting/Carrying 10 lbs or less: Frequently\
• Lifting/Carrying 11-20 lbs: Occasionally
• Reaching Outward: Occasionally
• Reaching Above Shoulder: Occasionally
• Squatting/Kneeling: Occasionally

This job description is intended to provide information regarding the essential functions and basic duties of this position. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and duties that could be assigned. Additional functions and requirements may be assigned by management as it deems appropriate. This document does not constitute a contract and is subject to change at the discretion of Hoffman Hydronics.