Service Support Rep I - Altec Supply

Location: Perris, California
Opening ID: 25545
Job Family: Administrative Support
Date Posted: Jan 7, 2022

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Job Description

Responsibilities

PURPOSE OF POSITION:
Responsible for providing excellent customer support and satisfaction within the Service Support areas: Administrative, Inventory, Parts and Estimating. Responds to customer inquiries and resolves customer issues.  Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction.

MAJOR RESPONSIBILITIES

  • Creates accurate and timely orders.
  • Confers with customers, supervisors, and vendors to address questions, problems, or requests for service or equipment.
  • Performs specific customer requirements for the opening and closing of orders
  • Resolves problems with strong analytical and administrative abilities.
  • Effectively represents Team Altec; Communicates any customer needs/requests within  scope to the appropriate Altec entity or External customer.
  • Assists Supervisors with the scheduling of required inventory actions.
  • Maintains accurate records for dissemination to Accounting, Supervision and Inventory owners to facilitate continuous improvement in inventory management and accuracy.
  • Creates shipping labels as required
  • Attends peer to peer training as required to develop and maintain all required skills.
  • Conducts order entry, form entry as directed per established standards.
  • Researches parts with assistance/oversight of applicably trained peers and/or supervision.
  • Reconciles requests for parts order follow up and escalate as required.
  • Determines correct billing requirements required to fulfill requests accurately and timely are being meet by reading Bill of Materials, Parts Pages and related information.
  • Conducts the P.O. process within established Altec standards and provide accountability as required.
  • Conducts parts order entry & form entry per established standards.
  • Researches parts with assistance/oversight of applicably trained peers and/or supervision.
  • Determines correct billing requirements required to fulfill requests accurately and timely
  • Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision.
  • Reconciles requests for parts order follow up and escalate as required.
  • Builds relationship with customers based on respect and service with professionalism and proper etiquette.
  • All other duties as assigned

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
• High School Diploma or GED required and
• Two years of experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership or in a similar job function

Or

• Bachelor’s Degree and
• One years’ experience in industry related field preferred (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

  • Hydraulic or mechanical background preferred
  • Must have demonstrated experience of providing high levels of customer support
  • Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
  • Demonstrated Problem Solving Skills
  • Strong attention to detail
  • Solid team player with a collaborative nature
  • Ability to multitask and handle multiple transactions
  • Ability to work effectively in a fast-paced environment
  • Excellent written and verbal communication

OTHER POSITION SPECIFICATIONS:
• Demonstrated record of responsibility
• Extremely detail oriented
• Customer Service Oriented
• Motivated, goal oriented and persistent
• Maintain Company confidentiality
• Must handle stress and deadlines well
• Participate in Continuous Improvement Initiatives
• Travel 0-25%

Responsibility for Safety:
• Safety In everything we do

Responsibility to Prevent Errors:
• Ensures appropriate reviews have been performed as needed for high quality 

Mental Alertness:
• Continuous attention to all job functions ensuring quality products

Communication with Others:
• Requires outside and inside contacts to carry out company policy and programs; Improper handling will have considerable effect on operational results; Must often deal with matters requiring explanation, persuasion and obtaining of approvals

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