Spare Parts Order Processor
- Maintain regular and reliable in-person attendance.
- Answer inbound phone calls for the Parts Sales team and create or update customer support tickets.
- Enter customer quotes and purchase orders for the Parts Sales department into Made2Manage (M2M) ERP system.
- Input complete customer and order information into Made2Manage (M2M), including billing and shipping details, purchased items, etc.
- Process non-standard parts orders and collaborate with Purchasing or other departments to ensure order fulfillment.
- Release approved parts orders to the storeroom for shipment.
- Monitor personal order backlog and expedite internally with Small Parts Shipping (SPS) and Purchasing departments to ensure accuracy and on-time delivery.
- Prepare and issue required export documentation (Commercial Invoices and Packing Lists) for international orders as needed, including providing backup support when team members are unavailable.
- Process shipping labels for DHL (and FedEx/UPS as needed) for own orders and as a backup for absent team members.
- Process Bills of Lading (BOL) for Less Than Truckload (LTL) shipments and schedule carrier pickups for own orders and as a backup for absent team members.
- Create backorder shippers for own orders and as a backup for absent team members.
- Securely and confidentially process credit card transactions for parts orders.
- Process quotes and orders for U.S. Government customers in accordance with required specifications and compliance standards.
- Professionally handle minor order discrepancies, document in Asana, and follow up through resolution.
- Complete tasks and projects assigned by the department manager.
- Collaborate with the department manager to develop and enhance reporting tools in Made2Manage (M2M) and Domo for improved expediting and backlog (open orders) management.
- Provide frequent reports and updates to the department manager, including but not limited to current Backlog, High priority orders etc.
- Identify and support continuous improvement of processes related to Parts Sales to increase overall efficiency.
- Consistently meet or exceed monthly individual KPIs as defined by the department manager.
- Develop and maintain an in-depth understanding of part identification to effectively support customers in locating required components.
- Acquire and sustain an active understanding of BAUER products to effectively upsell and cross-sell parts. Stay current on product features, benefits, and applications to offer tailored customer solutions.
- High school diploma or equivalent.
- Minimum of two (2) years of customer service or order entry experience.
- Excellent verbal and written communication skills.
- Solid technical and computer skills in a Windows environment including Microsoft Office (Outlook, Word and Excel).
- Strong ability to type efficiently and accurately.
- Demonstrated ability to work under deadline situations and flexibility in a fast-paced environment with changing priorities.
- Sense of urgency with strong attention to detail.
- Must be detail oriented and able to multitask and prioritize demands.
- Self-starter with the ability to resolve issues and research solutions.
- Ability to work under pressure and independently with minimal supervision.
- Ability to communicate information clearly and effectively to customers (internal and external).
- Ability to learn Made2Manage (M2M), Zendesk and Asana software, instructions and procedures.
- Customer-focused attitude and professionalism to ensure world class Customer Support performance to BCI internal and external customers.
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