Customer Service Specialist

SCOPE OF ROLE:

The Customer Service Specialist is responsible for providing additional support in managing the parts division of the Service Department. This role will provide fast & friendly support to customers, troubleshoot with customers over the phone and through email, and promote and process orders for replacement parts, Additionally, this position will help support the technicians’ workflow process and invoice completed work orders.

KEY RESPONSIBILITIES:

• Service Support:
  • Maintaining accurate inventory and pricing information within ERP system
  • Receiving and processing completed work orders
  • Shipping and receiving parts and equipment
  • Invoicing service requests and obtaining payment methods
  • Assisting with inventory cycle counts and stock level recommendations
  • Maintaining accurate records of technician hours
  • Manage the incoming returns process
• Parts Sales:
  • Processing customer and technician parts requests accurately and efficiently
  • Creating and managing purchase orders with suppliers and vendors
  • Tracking part availability, lead times, and shipment status
  • Coordinating emergency and expedited parts orders
  • Communicating order status updates to customers and Rocket team
  • Sourcing parts with both new and existing suppliers
  • Resolving order discrepancies, warranty claims, and vendor issues
  • Demonstrating knowledge of ERP systems and Microsoft Office
  • Managing Hubspot parts tickets
  • Following all OSHA and Rocket safety guidelines

Other duties as assigned