Spare Parts Call Center Technician

Haulotte US, Inc.; Virginia Beach (VA); On-site; USD 40,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid vacation

Sick leave

Life Insurance

Job summary

Haulotte US, Inc. is seeking a Parts Support Associate to assist customers in obtaining the correct spare parts for Mobile Elevated Work Platforms (MEWP). You will use manuals and resources to generate parts orders and RMAs in the M3 ERP system.

You will handle inquiries via phone and email, provide part numbers and pricing, and coordinate with purchasing, supply chain, and warehouse teams to maximize service levels.

Qualifications

• Customer service and conflict resolution skills are essential.
• Ability to interpret parts manuals and schematics.
• Experience with ERP/CRM systems is preferred.

Responsibilities

• Answer calls/emails and assist customers with parts ordering.
• Provide spare parts numbers and prices.
• Enter spare parts orders and initiate RMAs.
• Process warranty claims and track shipments.

Skills

Customer service

Conflict resolution

Read schematics

ERP systems

CRM systems

Active listening

Time management

Multi-tasking

Quota achievement

Education

High school diploma

Call center experience (1-3 years)

Technical equipment maintenance knowledge

Tools

M3 ERP

Microsoft Office

CRM software

Job description

Job Summary

Answer phone calls and emails and assist customers in obtaining the correct Spare Parts for Mobile Elevated Work Platforms (MEWP) equipment, utilizing the appropriate manufacturers’ manuals and other resources. Generate parts and service orders and process Return Merchandise Authorizations (RMA) in M3 system.

Job Summary

Answer phone calls and emails and assist customers in obtaining the correct Spare Parts for Mobile Elevated Work Platforms (MEWP) equipment, utilizing the appropriate manufacturers’ manuals and other resources. Generate parts and service orders and process Return Merchandise Authorizations (RMA) in M3 system.

Responsibilities

• Answer phone calls and emails from Customers and assist them with questions and ordering the parts.
• Always focus on customer satisfaction.
• Provide Spare Parts Numbers and Prices.
• Provide global offers and delivery times for specific parts.
• Enter Spare Parts orders in the System.
• Initiate RMAs as needed.
• Follow up with customers and departments (purchase, supply chain, warehouse) on offers, quotes and orders to maximize sales and close service orders.
• Run reports in ERP system: RMA and parts shipping delays, etc.
• Make customers aware of current parts promotions including the benefits of purchasing from alternative sources (e.g. Easy Spare Parts, SmartEquip, and My Haulotte).
• Collect Customer data (e.g. contact, serial number, machine information)
• Initiate Warranty Claims as appropriate.

Skills

• Customer service skills – conflict resolution, defusing situation, customer empathy.
• Ownership in solving customer concerns – ensure that the customer’s problem is solved.
• Ability to read schematics (e.g., hydraulic, electric, and electronic) and exploded diagrams.
• Computer skills – ability to navigate through ERP systems, Microsoft Office, and manage multiple software platforms on different monitors.
• Track record of over-achieving quota.
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.

Experience & Educations:

• High school degree.
• 1 to 3 years of call center experience Preferred.
• Technical experience of support equipment (mechanical maintenance on construction equipment - Preferred).

Why Join Us?

• Growth Opportunities: We offer continuous learning and development opportunities to help you grow in your career.
• Innovative Environment: Be part of a forward-thinking company that values innovation and excellence.
• Supportive Team: Work with a collaborative and supportive team that values your contributions.
• Competitive Benefits: Enjoy a comprehensive benefits package
  • Medical
  • Dental
  • Vision
  • Vacation
  • Sick
  • 401k
  • Long-Term & Short-Term Disability
  • Life Insurance
  • Haulotte US Inc is an EEO organization. **