Parts and Service Representative

POSITION TITLE: Parts and Service Representative
FLSA STATUS: Non-Exempt, Hourly
REPORTS TO: National Service Manager

POSITION SUMMARY:
The primary responsibility of this position is to assist customers with parts identification, processing orders, locating parts distributors, determine field service needs and assist with answering general information questions.

ESSENTIAL FUNCTIONS:

  • Process part orders, returns, and credits
  • Answer telephone, faxes and email following company protocol and proper telephone etiquette and conduct themselves in a courteous and professional manner at all times
  • Provide basic technical support and parts information and understanding when to pass on to a Technical Support Technician for more detailed assistance
  • Dispatch service and/or direct customers to authorized service agencies including verification of equipment warranty status and proper use of the equipment
  • Provide parts identification, pricing and availability to customers
  • Generate and issue RMA’s as needed
  • Maintain ASERV company profiles according to company standards
  • Assist with compiling paperwork and provide to Accounting for daily invoicing
  • Interface with all GFE employees to support customer needs and company goals
  • Perform other duties assigned by supervisor

GENERAL WORKPLACE EXPECTATIONS:

  • Understand and adhere to Globe Vision, Mission, and Core Beliefs
  • Adhere to all Globe policies as stated in the Employee Handbook
  • Establish and maintain cooperative working relationships with colleagues
  • Support Service Department goals and work load as directed by the National Service Manager
  • Consistent call resolution and customer follow up

QUALIFICATIONS:

  • 3+ years of experience in a Customer Service / Call Center environment
  • Outgoing and energetic attitude
  • Outstanding communication skills including active listening and appropriate reaction to negative comments and stressful situations
  • Excellent problem solving skills and the ability to locate information quickly and accurately
  • Experience in reviewing technical drawings and schematics for parts identification
  • Strong computer skills with the ability and willingness to learn new programs and processes
  • Strong typing and data entry skills required
  • Proficient skills and experience with the Microsoft Office software bundle
  • Ability to learn and retain proper equipment terminology and parts function on equipment

REQUIRED MENTAL/PHYSICAL ABILITIES:

  • Must have the ability to read and perform accurate timely data entry
  • Copying, filing, keyboarding, listening and speaking skills are required
  • Must have the ability to sit, work and remain alert for extended periods of time at a computer and call station

ENVIRONMENTAL CONSIDERATIONS:

  • Work is generally performed in an office environment with close association with manufacturing and warehousing environments
  • Occasional needs to go to Parts and through manufacturing and warehousing environments, proper use of provided safety glasses must be adhered to when in manufacturing areas
  • Some area’s may encounter low level manufacturing noise and frequent forklift traffic

If you are interested in applying for this position, please submit a resume detailing your qualifications to bgallagher@globefoodequip.com
Globe Food Equipment is an Equal Opportunity Employer.