Operations Team - Customer Service / Parts Sales

Customer Service Representative / Parts Sales Specialist Are you a mechanically inclined professional with a passion for exceptional customer service? ARI-HETRA, an industry leader in heavy-duty vehicle maintenance equipment, is seeking a motivated Customer Service Representative and Parts Sales Specialist for our Sharonville, Ohio office. In this pivotal role, you will be the primary liaison coordinating parts sales and service operations between our customers, internal office personnel, and national field teams.

Key Responsibilities Parts Sales:

Efficiently manage incoming parts inquiries via telephone and email. Identify required components and prepare accurate parts quotes for customers. Electronically process orders, coordinating with internal teams and global suppliers to ensure timely fulfillment. Secure customer payment information accurately during the ordering process. Process internal stock replenishment requests weekly as received from the Service Team. Process warranty requests and return material authorizations as needed.

Parts Coordination:

Collaborate with production, suppliers, and product managers to fulfill special orders. Perform follow-ups on open quotes to ensure customer satisfaction and revenue realization.

Customer Service Representative:

Answer incoming phone calls and emails and directing them to the correct departments or personnel, including Sales, Service, Purchasing, Accounting et al. Address general inquiries and provide timely assistance via phone and/or email. Generate service work orders for Field Service Technicians as needed. Collect payment details for parts, equipment sales, and service work orders. Collaborate with other CSR team members to ensure all customer needs are addressed with urgency. Resolve any customer complaints with professionalism, empathy, and effective diplomacy.

Cross-Functional Support:

Cross-train in various customer service functions, including equipment/service work order processing and procurement. Monitor and respond to inquiries in the general company inbox as part of the core CSR team. Field incoming telephone calls as a core member of the customer service team. Ensure data integrity by updating customer records and order activities in the CRM system. Qualifications and Experience We are looking for candidates who possess:

Education:

A 2-4 year degree in Business Administration, Communication, or a related field is preferred.

Experience:

1-3 years of professional office experience.

Specific Skills:

Mechanical aptitude and prior parts department experience is highly beneficial.

Core Competencies:

Exceptional communication, proactive problem-solving, and strong time management skills.

Technical Proficiency:

Skilled in using

CRM, ERP

systems, and Google Workspace or Microsoft Office Suite.

Work Ethic:

High attention to detail and ability to work effectively with minimal supervision. Compensation and Benefits This full-time position offers a competitive compensation package, including: Flexible work hours. Health, Dental, and Vision Insurance Benefits. 401(K) Retirement Plan. Paid Vacation, Holidays, and Sick Days.

Pay:

$22.00 - $23.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person