Essential Duties and Responsibilities
- Responsible for customer communications and conflict resolution. Ensures that customer issues are dealt with in an efficient manner.
- Enter verbal, faxed, or EDI-generated purchase orders into the system.
- Process part sample requests for resident engineers.
- Verify shipment routing information prior to releasing pick lists to the warehouse.
- Assist customers with product-related questions and make follow-up calls when additional information is needed from other sources.
- Assist with the management of part deviations.
- Allocate and release orders on or before release dates.
- Create and distribute daily shipment reports for the shipping department.
- Notify customers of any shortages, back orders, and carrier changes.
- Assist and direct customers with order discrepancies, shipping errors, or questions in a timely and accurate manner.
- Review back order reports daily.
- Review EDI 824 reports and correct errors daily.
- Respond to customer debit memos in a timely manner.
- Communicate special customer needs to purchasing, production, engineering, or shipping.
- Cross-train on Aftermarket Customer Service functions and maintain sufficient working knowledge to provide department coverage as business needs require.
- Provide support for Aftermarket customer inquiries, order processing, case management, phone coverage, and other Customer Service activities as assigned.
- Keep filing updated for research accessibility.
- Ensure that all ISO/TS processes and procedures are followed and work toward process improvement.
- Follow all safety requirements per company policies and Cal-OSHA regulations.
- Follow the Punctuality and Attendance Policy by being regular and prompt.
- Maintain compliance with federal and state regulations concerning safety and employment.
- Follow ISO and all other applicable procedures and company policies.
- Perform other duties as required and assigned. [OEM Factor...r mod 2026 | Word]
Qualifications / Requirements
- AA Degree or Vocational Degree and/or 2+ years of customer service experience.
- Strong interpersonal skills required to create, maintain, and enhance customer relationships.
- Extremely detail-oriented.
- Technical competence (Excel, Word, PowerPoint, etc.).
- Motivated and goal-oriented.
- High level of initiative and ability to work collaboratively across Customer Service functions, including providing coverage and support outside of primary account assignments as needed.
- Excellent written and oral communication skills.
- Ability to handle stressful situations and deadline pressures.
- Ability to plan and carry out responsibilities with minimal direction.
- Ability to maintain regular and prompt attendance. [OEM Factor...r mod 2026 | Word]
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. [OEM Factor...r mod 2026 | Word]
- The employee is regularly required to sit, walk, stand, talk, and hear.
- Sit for extended periods of time and perform extensive keyboarding.
- Frequently use hands and fingers to handle, feel, and reach with hands and arms.
- Occasionally stoop, kneel, bend, or crouch.
- Occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required include close vision. [OEM Factor...r mod 2026 | Word]
Reasonable accommodations may be made to enable individuals to perform the essential functions.