Representative Customer Service

Perform functions that include the ability to communicate effectively with customers, dealers and vendors. Recommend and sell aftermarket parts, administer and control parts return request and credit adjustments. Provide REV Parts dealers and customer's parts order information as it pertains to pricing, shipping details, backorder information, interpret and disseminate technical information, while projecting a confident and professional image. Act as liaison between Parts Central Warehouse, Service Department, Sales, Quality Assurance, and management. A strong focus on meeting parts sales and customer service goals is required.

ESSENTIAL FUNCTIONS:

• Administer company policies and procedures for functional responsibility and related activities.
• Recommend and sell aftermarket parts according to established goals.
• Conduct research on part numbers to facilitate the sale of parts. Keep operating managers informed of customer and parts sales trends.
• Provide sales promotion, pricing and technical information / literature to dealers and customers.
• Coordinate part orders and shipments to customers for quick and effective service and / or repairs.
• Provide customer assistance on shipping issues, backorders and carrier damaged shipments.
• Demonstrate and utilize proper and acceptable communication etiquette in all phases of position.
• Facilitate the processing of customer returns and credit requests.

OTHER DUTIES MAY INCLUDE, BUT ARE NOT LIMITED TO:

Perform or assist with any operations, as required or directed, to maintain work flow or respond to parts shipping requirements.

MINIMUM REQUIREMENTS:

• High school diploma or equivalent (GED); preferred
• Mathematical ability is essential throughout the customer service and parts sales processes.
• Practical computer experience is required. (MS Office suite)

PHYSICAL REQUIREMENTS:

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.

POSITION EXPECTATIONS:

1. SAFETY: Follow REV Parts General Health & Safety Rules, ensure safe operating conditions within area of responsibility, and notify coworkers and supervisors of hazardous acts and conditions. Proper use of PPE; use only defect-free equipment. Promote safety in department. Use proper lifting techniques and overhead hoist when needed. Maintain clean and safe working environment in line with 5-S Philosophy. Participate in hazardous communication training and safety meetings.
2. QUALITY: Responsible for the quality of work. This requires defect-free work and understanding of the requirements of the company's quality system as it pertains to job duties and responsibilities. Must be able to check work to ensure conformance to process control instructions, specifications, and quality standards. Identify and segregate non-conforming product. Identify the need for and assist in initiating and implementing corrective and preventive actions when appropriate.
3. FLEXIBILITY: Able and willing to work in other areas as needed. Must be flexible in taking lunch and breaks when workflow requires. Willing to work additional hours as necessary.
4. INITIATIVE: Actively participate in continuous improvement of products and processes to better serve customers and improve the overall profitability of REV Parts. Actively seek out work in other areas when current assignment is complete. Make suggestions for improving product quality, processes, safety, and company profitability.
5. TEAMWORK: Positive working attitude toward other employees; be a team player. Work with others constructively and abide by company policies and procedures. Working together as a team for continuous improvement is vital to ensure the future of REV Parts and its employees. Teamwork will be required to be effective in daily production assignments as well as special improvement projects.
6. CAREER DEVELOPMENT: Attend and participate in a variety of meetings, training programs, and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain specific level of knowledge pertaining to changes to equipment or process, new developments, requirements, procedures, and policies.
7. LEADERSHIP: Lead the team, provide innovative thought leadership on strategies to grow market share, increase profitability, and meet long-term business goals.
8. ACTION-ORIENTED: Enjoy working hard; is action-oriented and energetic; not fearful of acting with a minimum of planning; seize more opportunities than others.
9. CONFLICT MANAGEMENT: Step up to conflicts, seeing them as opportunities; read situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation.
10. DEALING WITH AMBIGUITY: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
11. DRIVE FOR RESULTS: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

TOOLS AND EQUIPMENT USED:

Computer(s), MS Office and department norms, guidelines and other related resources.

REV Group is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law. REV Group also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans.

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