Retail Parts Specialist

The role of the Parts Retail Specialist is to assist internal and external customers with filling parts orders from inventory and/or ordering parts for Caterpillar (CAT) equipment at our local branches. Additionally, Parts Retail Specialists are responsible for placing targeted calls to customers based on business intelligence to increase market exposure, customer coverage and customer touch points.

Essential Duties

• Contributes to a positive work environment and promotes the vision, mission, and values of BMC.
• Completes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Answer inbound calls immediately and assist customers with inquiries in a professional manner.
• Acknowledge counter customers as soon as they arrive, even if on the phone with another customer.
• Provide customers replacement part options when available, such as remanufactured or used pieces.
• Examine returned parts for defects as exchange as needed or issue credit when necessary.
• Spends approximately 50% of workday during non-peak hours placing external customer calls based on business intelligence to support the growth goals of the parts department.
• Tracks and notates appropriate customer accounts with product inquiries, promotions, and purchases.
• Properly identifies, locates, and obtains needed items by using parts catalogs, internet and CAT ordering system.
• Maintain a working knowledge of all parts information systems -- DBS, SIS, WMS, etc.
• Ensures technicians and customers receive proper part on time.
• Charges out merchandise and makes necessary entries into inventory control systems.
• Compares invoices against requisitions to verify quality and quantity of merchandise received.
• Maintains cash drawer, completes various documents, and keeps work area clean.
• Work and assist in the warehouse or other areas as needed.
• Ability to work overtime if necessary.
• Performs various other duties as assigned.

Qualifications

• High School diploma or equivalent is required.
• 1-3 years customer service experience required.
• 1-3 years counter sales in related industry preferred.
• Excellent interpersonal, written, and oral communication skills.
• Proficient computer skills with ability to learn new applications and programs.
• Excellent listening skills and the ability to ask probing questions understand concerns and provide solutions.
• Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
• Personal commitment to continuous improvement and service excellence.
• Ability to work independently with limited supervision.
• A good mechanical aptitude or understanding of how things are assembled and how they work is essential.

Working Conditions

• The physical environment requires the employee to work primarily inside throughout the year.
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, writing and physical presence at the job location are required to complete job responsibilities.
• Use of computer and other forms of technology to complete job responsibilities.