Customer Support Representative

Job Description
Position Summary
This position manages incoming customer quotes, order requests or questions by phone, fax, email.  Evaluate, quote, process, and expedite the requests and questions in a manner that ensures customer satisfaction while meeting company revenue and profit goals. 
Key Responsibilities
Process customer questions or requests for parts by phone, fax, or email in a timely manner.
Create and maintain a quick reference customer database organized by site location for all key account customer.
Provide customers with accurate part pricing quotations and order confirmations.
Review parts orders and make decisions based on departmental rules and conditions.
Communicate order status and part number information to internal and external customers.
Interface with third party vendors to identify, purchase and supply parts to customers.
Act as the liaison between our customers and our Centers of Competence.
 Identify and correct inaccuracies found in SAP in relation to customer information, parts, and pricing.
Partner with the accounts receivables team to resolve past due invoices.
Process repairs, returns and credit memos in a timely manner.
Review and use the SAP Complaint Management System and follow up with the customer to resolve their concerns.
Support the team in gathering market intelligence to secure and enhance market position.
Recommend process and procedure improvements to management.
Support general departmental operations.
Other duties and/or special projects as assigned by the Parts Manager.