Customer Service Rep - Parts

Job DetailsLevelEntryJob LocationJonesboro, ARPosition TypeFull TimeTravel PercentageNoneJob ShiftDayJob CategoryManufacturingLifecycle Services is Duravant's brand for service, our customer's global source for parts and service support. We are a connected service organization for the operating companies under the Duravant family. Our family of companies includes nVenia, FMH Conveyors, Key Technology, and many more. Lifecycle Services becomes a partner to our customers for equipment support and performance optimization on a global scale, with a diverse portfolio of service and support offerings. This fast-growing organization aims to be the premier customer support organization and offers the right candidate the opportunity to help build and shape this growth engine while having the backing of a parent organization.As a Duravant Family Company, we participate in global Diversity, Equity, and Inclusion programs, as well as Doing Good initiatives to support our communities. In addition to a culture that promotes long term career satisfaction, with opportunities for personal and professional growth, we offer an excellent total rewards package that includes:Compensation: We offer competitive compensationBenefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial securityDevelopment: We have education and training programs which include an educational assistance programTime Off: We offer paid holidays and paid time offDriven Team Members: We have a cross-functional, collaborative environment, focused on delivering resultsCore Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of UrgencyCulture: We are driven by our number one asset - our employees, and their successesDoing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.FMH Conveyors is searching for a Customer Service Representative - Parts, responsible for the customer service aspect of the business. This position will also provide technical information to customers relating to the use, operation and maintenance of equipment and report on quality pertinent to customer concerns. The CSR is also responsible to listen to, and discern the needs of the customer, and to follow-up on those needs. This may, at times require the hand-off of a customer service call to the appropriate person or department who can appropriately resolve the issues or concerns raised by the customer.POSITION DUTIES & RESPONSIBILITIES include the following, other duties as assigned.Salesforce case and order entry of parts and service for various types of customersOrder management including all types of purchase orders, work orders, parts orders, invoices, parts documentation, etc.Prepares quotes for service and parts ordersProvides account support including reviewing contracts, specialized invoicing, specific routing for parts orders and or shipping noticesProvides efficient, effective and comprehensive management of service orders including maintenance and management of order records and documentationProvides customer post-service support and aftermarket sales and research of spare parts and service including quotingProvides support to inside and outside service staff and associated customersResponds to verbal or written customer inquiries regarding service requests or orders for parts, pricing and deliveryCoordinates projects, schedules and logistics for service accounts including the coordination and resolution of customer freight issues such as shipment damages and delivery issuesCoordinates and handles warranty issues and focuses on tracking warranty costs, including working with procurement on back-charging suppliers to recoup warranty costs generated by suppliersObserves safety and security procedures; Uses equipment and materials properly; reports potentially unsafe conditionsEnsures company policies and procedures are reviewed often and notifies the Parts Manager when such policies or procedures may need to be revised to increase work efficiency in the departmentPOSITION REQUIREMENTS: Bachelor's Degree preferredTwo years of experience in a manufacturing environment or a combination of education/experienceStrong team building and leadership abilitiesExperience and knowledge of Salesforce and Epicor ERP is a plusExperience in product application design and product enhancements is a plusStrong analytical, organizational skills and communication skillsPHYSICAL REQUIREMENTS: Stand, walk, or sit for up to an eight-hour shift; ascend and push, and pull up to 20 lbs., bend, twist and reach with arms, dexterity with hands and fingers to work on a computer keyboard.WORK ENVIRONMENT: Office & factory shop floor

Created: 2025-01-18