Customer Service Supervisor - Parts - Manufacturers Rd

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SUMMARY

Primarily responsible for determining customer parts requirements for Astec customers, pricing quotes, communicating the same, and placing orders into proper internal systems. Working with engineering associates and established Astec guidelines. Responsible for research as needed, working through Engineering, Service, Controls, Sales, shipping and Manufacturing as required. Lead a group of Inside Sales Representative – Parts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead and assist a group of Inside Sales Representative. Monitor and review workload for accuracy and timeliness.
• Identify correct part(s) for customer using Engineering drawings, electronic and hard copy of manuals, various search engines, engineers, and other resources.
• Answer customer calls and emails; help determine customer requirements. Extensive research.
• Work with Purchasing Department and Parts Estimators to determine cost and then develop selling price per guidelines.
• Work closely with sister companies and their products.
• Prepare and enter detailed parts quotes into Astec system.
• Work with customers to resolve problems i.e., breakdown, wrong parts, replacement solutions, returns, warranties etc.
• Work with Engineering, Service, and Controls to determine customer requirements up to and including scheduling of Astec personnel to go to job site.
• Follow up on quotes with Regional Sales Managers and customers.
• Attend and lead meetings. Relay information to the team.
• Coordinate team training.
• Report any and all issues/concerns to Customer Service Manager – Parts.
• Produce and distribute daily, monthly, quarterly reports as needed.
• Monitor predetermined KPI for the team
• Travel a week at a time, one to three times a year to call on customers; Plant visits and trade shows.
• Attend customer service school lunches, dinners, and other functions as necessary (may be extended work hours)
• Pull specific drawings for fabricated parts and mark drawings for shop; work with shop to expedite the order as needed.
• Crosstrain and be able to assist other teams within the Parts Dept. including the stockroom
• Expected to carry “on call” duties once every 6-8 weeks/weekend (rotating schedule)
• Take customers on plant tours as required.
• Follows company policies and procedures at all times.
• Follows proper safety rules and procedures at all times.
• Performs other duties as assigned.

SUPERVISORY REQUIREMENTS

None.

KNOWLEDGE, SKILLS, and ABILITIES

• Minimum high school diploma or equivalent required.

• Prefer two years post high school education.
• Must be able to speak and write in English fluently.
• Some experience in mechanical or machinery related industry preferred.
• Prefer ability to read mechanical drawings.
• Knowledge of asphalt equipment preferred.
• Basic computer skills to include MS Word, Excel, and Windows required.
• Good communication skills, ability to handle and resolve customer complaints required.
• Ability to travel as required.
• Ability to handle multiple tasks at the same time under pressure required.
• Prefer three to five years of experience in sales and/or fast pace customer service environment
• Experience working in multiple tasks environment required.
• Must be able to work satisfactorily as a team member.
• Must be able to meet regular attendance requirements.

REASONING ABILITY

Ability to solve practical problems relating to parts and parts orders and successfully deal with a variety of potentially complex situations relating to job requirements, including dealing with irate customers and international customers located in various countries (various time zones).

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 use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop and kneel, or crawl; and talk and hear. The employee frequently is required to stand, walk, and sit. The employee must occasionally move more than 40 pounds. This position is required to operate an automobile and travel by airplane. Specific vision abilities required by this job include close vision, depth perception, and 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.

While performing the duties of this job, the employee is periodically exposed to risk of injury in a shop and warehouse environment. Most duties involve working in a typical office setting. The employee is occasionally exposed to moving mechanical parts and outside weather conditions when going into the shop and warehouse area or traveling. The noise level in the shop environment is occasionally very loud.

Note: This job description is intended to be a general guideline of areas of responsibility. There will be incidental tasks not listed on a job description that arise at various times. These tasks are assigned to help out the department and company and, as a member of the Astec, Inc. team, each employee is expected to help in these areas.