The Replacement Parts Representative will maintain prompt, efficient and accurate data entry to ensure customer satisfaction.  This position will exhibit superior customer service by gaining profound knowledge of product and vendor warranties, as well as a broad understanding of customer service philosophy.  This position will provide support and assistance to internal and external customers and have the ability to be self-motivated and to be persuasive with customers, while keeping customer satisfaction as a guiding factor.

Professionally communicate with internal and external customers throughout the business day using a variety of methods while simultaneously using the computer to check orders, delivery information, product availability and other information as requested by the customer. Enter, process and manage customer orders for replacement parts and/or full units according to standard operating procedures. Cancel partial or complete orders as requested by customers or as needed due to discontinuation of items.  Manage and maintain orders to ensure they are all addressed and handled appropriately to ensure a clean order base. Collaborate with customers and marketing specialists on product returns, negotiate to try to get customer to keep, or issue return authorization as needed. Address and handle internal and external customer issues, concerns and inquiries in the most professional manner. Quickly make decisions to assist customers and solve problems based upon generally established guidelines with understanding that on rare occasions, it may be necessary to make exceptions.  Follow-up as needed to ensure completion, resolution and customer satisfaction. Ensure customer information such as contact information, address, phone number, delivery availability, etc., is accurate and current. Develop and maintain a very strong understanding of product knowledge to ensure parts are properly ordered to repair items as the customer requires. This information constantly evolves requiring continuous learning to be able to provide correct information to customers. Effectively move from one call to the next treating each caller as if they are the most important person at that moment. Provide them with undivided attention and assistance. File, monitor and manage customer claims for damaged or refused items. Collaborate with distribution and/or small package carrier to ensure timely resolution and customer satisfaction. Demonstrate the Company’s Core and Growth Values in the performance of all job functions.