Posted: Sunday, February 4, 2018 12:25 PM
*Description/Job Summary* *Quincy Compressor is looking for an *Aftermarket Customer Care Agent*to add to our team in Bay Minette, AL* * Basic Function* Provide sales related information on parts and accessories for all Quincy products to distributors and customers. Assist customers with current and historical parts and accessories information, provide close support on parts orders, provide price quotations, provide and coordinate parts scheduling, process orders and inquiries. Responsibilities include phones coverage and answering e-mails for parts orders and inquiries, price quotations, credit processing, export documentation, RMA processing and technical support. *Nature & Scope* Within the limits of Division policy and the authority delegated by the Director of Aftermarket, the Customer Care agent will be a liaison between the customer, distributor, field sales and factory personnel. *Principle Duties* * Answer all phone calls immediately, answer all e-mails within 4 hours and cover for other agents when they are absent. * Edit and enter all orders received by fax, phone, mail or other means. Insure that all information regarding pricing, part numbers, terms, freight, shipping destination etc. is correct. * Enter and immediately process/book "Emergency Ship Sure orders. Inform customers of any unavailable stock for "Ship Sure Orders . Obtain and communicate credible information to the customers regarding availability of out of stock inventory. * Using suitable available references, provide non-confidential technical information as required. * Promptly attend to all customer requests. When necessary employ other knowledgeable assistance. * Expedite all orders as requested by customers. Contact all applicable entities such as purchasing, engineering, manufacturing etc. to insure that the request is fully met. * Develop special quotes for airends, compressor parts and air systems accessories. Coordinate efforts with other departments as necessary to achieve customer acceptance. * Assist in the development of "Special promotional distributor programs. * Complete "Change Order requests in a timely manner, insuring that all requested modifications are correct and promptly communicated to the appropriate individuals and departments. * Properly process all order cancellations. Apply appropriate cancellation charges, complete necessary documentation and communicate revisions as necessary. * Maintain records of all communications and transactions. Develop reports of required information weekly and "Special information request as necessary. * Work toward cross training on all aspects and requirements of the Aftermarket Department to insure that the department and your personal growth are achieved. * Maintain a POSITIVE and professional relationship with our customers, distributors and co-workers. * Provide prompt, courteous answers and be helpful in all areas of concern. * Assist the materials department to insure that sufficient product is inventoried to meet the Aftermarket demands. * Create customs documents for international orders. * Process all "Drop Ship orders and insure that Emergency Ship Sure orders are communicated immediately to vendors. * Monitor back orders, work with Materials people to expedite them and provide guidance on inventory levels to eliminate shortages in the future. Contribute to on-time shipment performance. * Obtain and communicate to the customer all requested shipment tracking information. * Refer "End User inquiries to the appropriate distributor or the sales and marketing department for follow-up. * Initiate ECR s to correct component design, BOM or process issue. * Initiate IAT calls to get part numbers set up by engineering. * Investigate, administrate and properly process all credit issues in 10 to 14 days. * Complete and administrate in accordance with the established within 5 days, all RMA requests. * Assist as required to insure that the minimum 95% fill and 95% on-time (within 48 hours) goals are achieved. * Work within the guidelines of all company policy, and procedures. * Assist in maintaining the accuracy of the Aftermarket price list and other documentation. * Become familiar with and demonstrate proficiency in selecting the appropriate Quincy Aftermarket products. Be able to independently and effectively process customer orders. * Participate in, join, or assist the company TCV team programs. *Accountability:* Reports to Manager of Aftermarket Customer Care. *Education and Experience:* * High school diploma or GED required. Associates or Bachelor s degree with a science or business focus preferred, but not required. * Relevant work experience related to factory, manufacturing or industrial setting required. Prefer experience with office management and customer service. Experience with order entry, purchasing, and customer care a strong plus. *Job Knowledge, Skills, and Availability:* * Must possess excellent communication skills (verbal and written), excellent computer skills and be able to work in a fast-paced, team-oriented environment. * Knowledge of rotary screw compressors and compressed air applications, or other similar mechanical products is preferred, including competitive offerings and field applications. * Must have experience with bid specifications and preparing competitive price quotes. * Must have experience with order entry and customer service functions. *Supervisory Responsibilities:* * None * Training Requirements:* * 5S Training * TCV Training * General Safety Training *Personal Protective Equipment:* * While on shop floor, must wear safety glasses and steel toed shoes at all times. *Work Environment:* * Mainly an office environment, with some exposure to a plant environment. *MAY BE REQUIRED TO PERFORM OTHER DUTIES AS REQUESTED, DIRECTED, OR ASSIGNED.* *Benefits* Quincy Compressor aims to assist our employees in all areas of life: physical, financial, and personal wellness through a competitive compensation and benefits package. See our Benefits web page for more information. Quincy Compressor is an equal opportunity employer and does not discriminate in hiring or employment related decisions because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, gender identity, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state or local law. Job promotions at Quincy Compressor will be based on such factors as quality of work, prior job performance, attendance, safety record, and ability to work well with others. Accessibility Notice: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: firstname.lastname@example.org or call 251.937.5900. Reasonable accommodation requests will be considered on a case-by-case basis.
• Location: Bay Minette, Mobile
• Post ID: 29082157 mobile