Customer Service Representative - Parts

Key Food Equipment Services is looking for a full-time, permanent Parts Expert (parts sales) to join their expanding sales team. The ideal candidate will have a passion for sales and working with people.

Summary

The Customer Service Representative - Parts is responsible for selling the right parts to customers in a professional and timely manner, regardless of their geographic location. Effective service is achieved by quickly and accurately assessing the customer’s needs, researching, ordering, and ensuring delivery of the required parts. As the face of Key’s Parts Division, the Customer Service Representative - Parts plays an important role as they deliver the professionalism, competence, and care that the customer experiences first hand.

Core Responsibilities

• Manage all inbound/outbound calls in a courteous, customer oriented manner
• Research part manufacturers, manuals and be able to identify commercial food equipment parts to better assist customers
• Listen to and understand customer needs and be able to provide quotes over the phone
• Process customer purchase orders through the computer system, ensuring accuracy
• Be proactive in following up with customers to discuss the status and progress of purchase orders and parts research
• Maintain strong relationships with the customers and manufacturers
• Act as the primary contact for conflict resolution by demonstrating strong listening and negotiation skills while speaking with irate customers to reduce escalation and increase customer satisfaction
• Other duties as assigned

Education, Experience, and Skills:

• Minimum high school graduation required
• Some post-secondary education preferred
• Minimum 1 year experience in inside phone sales and/or customer service
• Must have experience in a role that involved parts and/or online and catalog research, and hands-on experience working with equipment and/or machinery
• Must have experience with Microsoft Office, email applications and the ability to learn new computer systems
• Team oriented and customer service approach to work
• Strong time management, organization and multitasking abilities
• Excellent communication skills over the phone, in person and through email