Customer Service and Parts Supervisor

Summary:

In this role, you will support the sales of parts, process warranty claims, and route other customer requests to the appropriate department(s).  The Supervisor will partner with Manager to negotiate with existing vendors and source new vendors to create competition and maximize profitability.

Reports to:  Customer Service and Spare Parts Manager

Qualifications:

• Experienced helping customers find and purchase correct spare parts.
• Technical aptitude to understand machines and equipment parts use.
• Ability to read BOM’s and associated documentation.
• Excellent written and verbal communication.
• Excellent time management, organizational and planning skills.
• Self-motivated with a positive and professional approach to management.
• Ability to work independently with limited supervision.
• Ability to successfully embrace an environment of ambiguity, change and problem resolution.
• Represent DMW&H with Customers, Suppliers and at Trade Shows
• Strong computer skills and aptitude to learn new programs.
• Occasional overnight &/or travel required.
• Commitment Required. Able to set and meet goals; sincere care for others; overwhelming desire to win and to be part of a winning team.

Responsibilities:

Determination on Warranty Claims

• Perform vetting on all customer warranty claims to determine eligibility.
• Coordinate with the vendor factory to process legitimate warranty claims.

Process Customer Service Requests

• Quote site visits with vendor’s technicians for the purpose of system repairs, replacements, and calibrations.
• Coordinate schedule with vendor and customer.

Fulfillment of Project Spare Parts

• Support Manager in the development of a Critical Spare Parts list for each customer.
• Support Manager to solicit vendor quotes and lead times and to create a CSP proposal for each customer.
• Process customer requests.
• Investigate why parts from CSP orders, emergency orders, and warranty claims have not been received by the customer as promised. This involves collaborating with members of the Purchasing department.

Assist Customers with Billing Issues

• Investigate with Finance and Purchasing departments to understand why customers have not been invoiced for orders that have been fulfilled and received.

Development of Training Programs

• Assist Manager to develop department employees through contributing to and regularly reviewing training plans and identifying and removing barriers to success.

General

• Be a role model to promote a collaborative department culture that promotes exceeding expectations, proactive communication and initiative.
• May be assigned to special projects or required to perform other duties not listed above, which may vary from time to time as determined by management, to meet company needs.