Job Description

This is a customer service role in a fast paced, collaborative, flexible and fun working environment. The role splits between order processing and phone customer support with a focus on problem solving and win resolutions. All while living the Alto-Shaam Values.

The ideal candidate for a Parts Support Specialist would be able to do the following:

ORDER PROCESSING DUTIES:

• Accurately enter customer parts orders into company ERP system. Dating the orders appropriately and pushing them down stream to the Pick Pack and ship team on the factory floor.
• Endeavor to deliver Team KPl's (Order Velocity, Order Fulfillment, and Customer phone hold times)
• Ability to analyze the following - Bill of material structure, Parts Sales data, customer data to improve Parts Function KPl's
• Passionate customer advocate who has the ability to work across the organization to resolve any customer need
• Interface professionally and politely directly with customers via phone, email, chat to clarify and correct order discrepancies, supply missing or misstated information, update on changes in order or delivery status.

CUSTOMER SERVICE PHONE SUPPORT DUTIES:

• Answering phone calls from Parts Queue speaking with Field Technicians, Sales Reps, Equipment Dealers, Parts Distributors and Service Agents.
• Part Identification, using Serial numbers and an array of tools designed to aid in this process.

TRAINING & PERSONAL DEVELOPMENT:

• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Read and understand technical and non-technical documents to grow sales and product knowledge.
• Participate in customer service development and growth opportunities.

Qualifications

For a candidate to be successful as a Parts Support Specialist they must have:

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to make decisions, solve problems and collaborate with peers and managers.
• Ability to deal with stressful situations and objectively develop solutions.
• Excellent verbal and written communication skills.
• Excel skills, Pivot tables, V-Lookup, Data Analysis.
• Outlook, Manage both individual and shared inboxes at the same time.
• The drive to understand the foodservice equipment business.

EDUCATION AND EXPERIENCE:

• Associate's degree in business or 2+ years of equivalent business work experience.
• Minimum 1 year of customer service experience in a call center environment.

Additional Information

We are looking for team-members that exemplify and live our High FIVE values:

• Highest Quality: Are you detailed-oriented and ensure the accuracy of your work?
• Win together as a Family: Do you exceed expectations by being attentive and going above and beyond?
• Unleash the Innovative Spirit : Are you passionate about finding solutions to streamline and enhance the way you and your peers work?
• Be a Helpful Voice : Are you a positive person who wants to make an impact on others?
• Every Individual Makes an Impact: Are you a go-getter who takes initiative and pride in your work?

If you share our values, we want you to be a part of our Alto-Shaam family!