Parts Warehouse - Service Support Representative

Why Join Altec? Altec is an industry leader, whose primary products include Aerial Devices, Digger Derricks, Chippers, Cranes, and Specialty Equipment -- Made in America. This critical position in the Altec Service Group is responsible for providing excellent customer support and satisfaction within the Service Support area of Parts. Responds to customer inquiries and resolves customer issues. Provides updates to Team Lead for internal teams on customer needs that contribute to the customer satisfaction. This position is located in Ft. Wayne, IN. Major Responsibilities: • Provide administrative and operational support including the cycle counting program, EHS onsite functions, and coordination through the centralized Warehouse Support Team • Provide guidance to the Material Handlers when leadership is not on site • Internal & External Customer Service support through Helpdesk Support including order inquiries, shipping discrepancies management, inventory management, packing slips filing, and motor freight invoicing. • Increase Regional support on shipping discrepancies, order inquiries, and inventory management through our cycle count program. • Material Transaction support including Picker Backorders, Obsolete Inventory, and Expected Receipt Management • Freight Claim Management Support • Support Warehouse with strategic inventory location planning and maintenance. • Work closely with Warehouse, Sales, Supply, Purchasing, Service, and other cross-functional teams to identify and implement opportunities for improvement. • Hands-on Warehouse support for projects including labeling, location maintenance, picking order management, regional on-site support as needed. • Participate in RCI events as needed. • Conducts parts order entry, form entry as directed per established standards. • Research parts accurately and consistently per established standards. • Reconciles requests for parts order follow up and escalates as required. • Conducts required parts research through applicable Parts Pages, Bills of Materials, Installed Base and related locations per established standards under the direction of Supervision. • Acts as Customer Champion by providing dedicated support and order status reports directly to key customer contacts and account managers. • Attends and/or conducts peer to peer training as appropriate. • Builds a relationship with customers based on respect and service, with professionalism and using proper etiquette. • Practices follow-up with customers on all research or responses to expedite requests. • All other duties as assigned. Education, Experience, and Skills Required: • Bachelor’s Degree preferred, and • One year of experience in an industry-related field required (i.e., Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function or • High School Diploma or GED required and two years of experience in industry related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership or in a similar job function Also, • Experience in an Administrative Support role preferred. • Zendesk Communication Tool experience preferred. • Must have demonstrated experience of providing high volume levels of customer support. • Strong Computer Skills, especially in Microsoft Word and Microsoft Excel. • Demonstrated Problem Solving Skills. • Strong attention to detail. • Solid team player with a collaborative nature. • Ability to multitask and handle multiple transactions. • Ability to work effectively in a fast-paced environment. Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.. OTHER POSITION SPECIFICATIONS: • Demonstrated record of responsibility • Extremely detail oriented • Customer Service Oriented • Motivated, goal oriented and persistent • Maintain Company confidentiality • Must handle stress and deadlines well • Participate in Continuous Improvement Initiatives • Travel 0-25% Responsibility for Safety: • Safety In everything we do Responsibility to Prevent Errors: • Ensures appropriate reviews have been performed as needed for high quality Mental Alertness: • Continuous attention to all job functions ensuring quality products Communication with Others: • Requires outside and inside contacts to carry out company policy and programs; Improper handling will have considerable effect on operational results; Must often deal with matters requiring explanation, persuasion and obtaining of approvals Competitive pay which rewards performance Comprehensive benefits including Medical, Dental and Prescription Drug Program - Retirement 401(k) Program - Vacation and Holidays - Flexible Spending Accounts - Tuition Assistance Program - Employee Assistance and Mental Health/Substance Abuse Program - Life Insurance, Accidental Death and Dismemberment Insurance Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.