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Parts Specialist

Posted: 1/17/24

Job Title: Parts Specialist
Department: Customer Service
Reports To: Customer Service Manager
FLSA Status: Non-exempt hourly

Summary

ASI Doors Parts Specialist is a customer-centric role which focuses on defining, researching, quoting, and entering orders for required parts per customer needs. This role works very closely with internal teams to ensure timely and accurate support is given to ASI’s customer base.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

  • Interact with Customers, Installers, Field Service, Outside Sales, Customer Service and Engineering to research and validate customer needs, leading to a quote for specified parts per customer need
  • Ability to successfully operate cross-functionally
  • Collaborate with Purchasing and Engineering to provide proper pricing for customer quote when applicable.
  • Enter customer orders for all parts needs
  • Track and follow up on customer’s parts orders
  • Enter and maintain CRM data for shortages and damages
  • Collaborate with Sales on additional selling opportunities for replacement doors vs replacing parts
  • Contribute to departmental revenue growth by proactively seeking out opportunities to sell additional parts
  • Ability to recognize and communicate potential quality issues
  • Document in CRM database as needed and highlight with internal stakeholders
  • Maintain and foster strong external relationships to support ASI’s Customer Service goals and objectives
  • Create an “easy to do business with” environment by solving problems and offering solutions to support customer needs and drive towards first-time resolution
  • Process warranty replacement orders and collaborate with Technical Services as needed
  • Follow up on open quotes
  • Other duties as assigned

Competencies

  • Strong verbal and written communication skills
  • Focused on complete solutions for our customers
  • Ability to successfully operate cross-functionally
  • Technical aptitude
  • Basic troubleshooting and effective problem-solving skills
  • Ability to interpret and understand drawings
  • Clearly understand the customer’s problem and work to solve it
  • Able and willing to share good or bad news to the customer and present viable options
  • Ability to research paper and electronic files
  • Outlook, Excel, CRM, Word, and ERP system familiarity
  • Relationship building skills with internal and external customers
  • Logical deductive reasoning approach to problem resolution.

Education and/or Experience

High school diploma and three years of related experience.  Experience from a Manufacturing or service setting is required. Two years technical parts experience is preferred.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent.

Reasoning Ability

An individual who is Mechanically Inclined will be essential to success in this role. Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or touch objects, tools, or controls and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move records, files, and reports weighing up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.