Job Description

Position Summary

Primary duties of the position include but are not limited to assisting all walk and/or call-in customers in ordering parts, locating parts, processing all backorders and returns for customers and service department, and completing all associated paperwork.

Responsibilities

• Provides customer service to establish positive, cooperative, working relationships with customers by assisting walk-in and/or call-in customers and internal/external customers with parts related issues, including ordering parts on the computer, back-ordering parts on the computer, inspecting and processing all returns, including requesting proof of purchase and assessing appropriate restocking charges, suggesting associated replacement parts and new product ideas, and providing product support literature.
• Maintains the parts counter area, including keeping the area clean and organized to ensure safe working conditions and maintaining the cash drawer.
• Assists in accomplishing the department’s financial goals by recognizing potential sales opportunities, including suggesting associated replacement parts, suggesting new product ideas, and sharing responsibility for all results, including profitability, customer satisfaction, and employee satisfaction.
• Develops a cooperative and positive working relationship with other department employees to ensure quality work is being performed and schedules are being met.
• Maintains a good working relationship with vendors to resolve customer complaints to assure customer satisfaction.
• Identifies and passes sales leads to appropriate person/department.
• Compiles parts information to assist the manager in the quoting process.
• Performs related duties as required.

Qualifications

• Knowledge, skills, and abilities typically acquired through a high school education or the equivalent.
• 1 to 2 years of work-related experience in a parts, field service, or shop repair environment as a mechanic, field technician, foreman, parts counter person, etc. or the equivalent. Some Caterpillar and customer service experience is preferred.
• Good communication skills, including excellent listening, strong verbal, good non-verbal and basic written communication skills.
• Excellent customer service skills, good prospecting skills, and the ability to meet and/or exceed customer expectations.
• Strong decision-making skills with good creative thinking skills.
• Strong problem-solving skills and a good ability to administer warranties and interpret and apply policies, procedures, and guidelines.
• A good knowledge of the product market and a basic knowledge of the product with a working knowledge of the product’s location on the machine and the product’s function and service interval requirements.
• An excellent ability to operate industry specific programs and Microsoft Office software.
• Strong interpersonal skills, including influence, negotiation, coaching, and counseling.
• A good ability to manage conflict and project management skills with a basic ability to manage change.
• The ability to operate a forklift safely and efficiently.
• The ability to work overtime and be on-call as needed, including weekends.
• The ability to uphold professionalism with both internal and external customers, including personal appearance and friendly, courteous treatment of peers, subordinates, and customers.

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

MacAllister Machinery Co Inc. is an Equal Opportunity Employer (EEO).