Description:
About JLG, an Oshkosh company
JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.
JOB SUMMARY:
The Parts Interpreter role is a technical support position which assists customers in identifying spare parts and processing parts sales. The role requires a mechanically minded individual with a strong focus on customer satisfaction and complaint resolution.
The Parts Interpreter is responsible for accurate and timely communication with service technicians and workshop staff and supports the Business Development Managers and Sales staff where necessary to ensure strong customer relationship support.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
These duties are not meant to be all-inclusive and other duties may be assigned.
- Respond to incoming Parts requests via email and phone (internal/external customers)
- Interpretation of Parts requirements using parts manuals / computer applications
- Ensure all enquiries are dealt with in a timely and professional manner
- Process customers quotations and orders, ensuring accuracy
- Follow up all customer enquiries on supply lead times, shipment methods and backorders
- Coordinate deliveries and supply from multiple supply locations to deliver in full where possible
- Proactively keep customers informed of any changes to their order and routinely follow up backorders
- Following up quotations with customers to further promote sales
- Ensure freight charges (local and international) are accurate to ensure recovery/margin
- Provide Proof of Deliveries and escalate freight delays to management as required
- Raise credit return forms as per JLG policy with required detail/information
- Process cash sale/walk in customers orders in line with company policies
- Escalate issues with manuals/OLE to technical services as needed
- Performing other general duties as required (including store duties and training as necessary)
MINIMUM QUALIFICATIONS:
- Ability to effectively communicate – written and verbal
- Strong literacy and numeracy skills to ensure accuracy with data entry and correspondence
- Experience with computer systems (ERP experience with SAP or similar required)
- Ability to work as an individual and within a team environment
- Strong organizational skills with exceptional follow through and attention to detail
- Strong customer service
- Previous experience and knowledge of spare parts sales and operations
- Mechanical aptitude
PREFERRED QUALIFICATIONS:
- Strong time-management and prioritization skills, able to multi-task and prioritize competing requirements and meet deadlines.
- Ability to work in a fast-paced environment where requirements are constantly changing.
- Experience working in a call centre environment advantageous
- Previous experience within the access equipment industry preferred
PHYSICAL REQUIREMENTS OF THE ROLE:
- Standing and sitting for extended periods of time
- Walking between aisles and departments
- Lifting, carrying parts when required
- Twisting, bending, reaching
- Use of computer