Customer Service Representative

This role will be directly responsible for one of our top priority customers and will require an experienced individual who specializes in building and maintaining strong customer relationships. The Customer Service Representative (CSR) will perform all the daily transactional activities required for the customer (Customer quotations, simple contracts, product returns and technical requests), as well as provide input and feedback to customer strategies, revenue / margin budgets and other customer / team related initiatives. The candidate must be responsive, detail oriented, and able to shift priorities as needed.

ESSENTIAL FUNCTIONS :

• Daily interaction with various members of the customer organization to resolve high level issues
• Weekly discussion with members of internal and external leadership to find resolution to ongoing issues
• Communicate with customers on all required correspondence regarding quotes, purchase orders, contracts, RMA, and technical requests.
• Develop and recommend customer sales and margin strategies that encompass our business goals and objectives, such as offering alternate products to customers (if applicable) and requesting cross reference information. Establish specific customer targets and actions with the customer team and ensure support from Management and Sales Representatives. Monthly review with the Customer Service Manager on all customer-related initiatives.
• Provide pricing and availability on all daily quotes.
• Provide customer support when a Coach Down situation is identified; ensure parts are expedited and that all avenues are explored so that the customer receives parts as soon as possible.
• Provide customers with technical assistance as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, Engineering, New Product Development, Parts).
• Review open sales order reports weekly and review upcoming orders and all past due orders; expediting orders with purchasing / manufacturing that are past due.
• Reconcile all sales order discrepancies with customers such as price, incorrect quantity, lead time, etc.
• Negotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMA's that are past due.
• Work with the Traffic department on delivery issues with customers. If proof-of-delivery is required, use online tracking or carrier tracking system.
• Creating and monitoring until final approval of New Part Load Requests, Data Change Requests and Pricing Requests.
• Work directly with the customer to gather and understand their business objectives, funding and operating budgets, buying trends and item usage to be able to support internal stocking strategies and inventory planning by customers.
• Proactive selling of all products, from knowledge obtained from customers and the transit industry.
• Participate in major projects or programs in collaboration with internal partners.
• Assist Accounts Receivable when required
• Request additional reports from Analyst as required.
• Review / create internal reports to identify action items and coordinate any tactical responses required.

ADDITIONAL RESPONSIBILITIES :

Other duties as assigned.

QUALIFICATIONS / REQUIREMENTS

Education (Required Education Only)

Experience / Knowledge (Required Experience / Knowledge Only)

Microsoft Office, Excel, Analytical skills, Communication and Organizational Skills, Adaptable / flexible.

Benefits

WHY JOIN OUR TEAM :

OUR WHY : We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable.

NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions. News and information are available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.arbocsv.com, www.alexander-dennis.com, www.carfaircomposites.com and www.nfi.parts.