Technical Services Representative - Parts Counter Associates Encouraged at Blast Cleaning Technologies, Inc

General Description

Under the direction of the Customer Service Manager, the Customer Service and Inside Sales Representative answers customer calls, answers customer questions, research customer inquiries, provides quotes, and enters orders. This position also supports outside sales representatives as needed. This person is expected to have strong written and verbal communication skills, have an attention to detail, ability to interact with others in the organization to resolve problems, and a strong desire to provide a high degree of customer service.

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.

1. Processes inquiries for parts, service, and new equipment. Recommends complimentary part requirements and upgrade options to expose the customer to the complete BCT product line.
2. Answers phone calls and emails, providing price quotes and other information.
3. Process orders for parts and service, expediting orders as needed for breakdowns or other situations.
4. Supports territory sales managers by providing quotes, following with customers, and order entry and expediting.
5. Assists all customers (internal and external) in selecting required parts in a friendly, professional, and efficient manner.
6. Monitors low stock or out-of-stock parts and works with inventory control to provide prompt resolution.
7. Communicates backordered and delayed shipments to customers.
8. Works with procurement to quote purchased parts, including sourcing and developing specifications.
9. Conducts technical research on OEM part numbers when parts are not in the ERP system; verifies cost, lead-times, and pricing for quotation.
10. Processes return authorizations, works with accounting to issue customer credits, works with engineering and procurement for warranty claims; ensures warranty claims are handled timely and to customer satisfaction.
11. Participates in all training and continuous improvement activities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Previous technical sales or parts counter experience preferred (2-3 Years Preferred).
• Ability to communicate effectively via phone calls, email, and in-person meetings.
• Able to effectively use Microsoft Office Suite (Outlook, Word, Excel).
• Ability to navigate an ERP system for parts quoting, order entry, and parts research purposes.
• Ability to read engineering drawings including dimensions, bills of materials, and exploded views.
• Bilingual in Spanish a plus.