Basic Functions: Ensure accurate and timely communication of the Parts Department with customers and suppliers regarding parts-related inquiries. Deliver the highest levels of customer service to provide a remarkable customer experience through technical know-how. 

Supervision of others: Lead the Customer Service Representatives in the Parts Department

Titles: This position reports to the Operations Manager who reports to the Executive Vice President Operations.

Nature and Scope: Metalforming Inc. is the North American leader in metal fabricating technology. The company sells and services high quality metal folders, shears, rollformers, slitters, curvers, and storage handling systems from the most respected manufacturers across the globe.

Key Accountabilities and Responsibilities:

• Ensure the highest levels of utilization of Dynamics 365 and accurate information across the Parts Department.
• Ensure all parts requests are being maintained on Dynamics 365, appropriately assigned, and resolved in a timely manner.
• Create quotes, sales orders, and purchase orders on Great Plains.
• Update Cases and Service Work Orders and Maintain Account and Contact info on Dynamics 365.
• Confer with suppliers to obtain product or service information such as price, availability, and delivery schedule.
• Take on technical questions and problems and resolve them in collaboration with other departments and suppliers.
• Maintain a high level of customer service and engage customers by going the extra mile.
• Maintain procurement records such as items or services purchased, costs, delivery, product quality or performance, and inventories.
• Work collaboratively with all departments to make sure delivery deadlines and inventory goals are met.

• Answer escalated customer questions and be proactive in resolving issues for customers.
• Create and manage RMAs on Dynamics 365.
• Brief management on important issues and implement problem resolutions.
• Assist in ensuring appropriate stock levels to meet customer demand and cost control.
• Keep records of customer interactions, process customer accounts and file documents.

• Other tasks as assigned.

Education and Experience Requirements:

• High School Diploma and 3+ years of technical work experience
• Basic electrical knowledge
• Mechanical work experience a plus
• Customer service experience a plus

• Highly proactive and motivated individual
• Thrives in a Team atmosphere.
• Professional demeanor projected daily.
• Computer skills: MS Office, ERP experience

Physical Context/Work Environment: This position works primarily in an office environment with frequent trips to a warehouse requiring safety procedures.