Parts Support Specialist

Key Responsibilities

Assist customers over the phone, email, or online platforms with identifying, selecting, and ordering the correct parts.

Provide knowledgeable support by interpreting diagrams, manuals, and system data to verify part compatibility.

Process parts orders, returns, exchanges, and warranty requests accurately and efficiently.

Maintain up-to-date knowledge of product lines, inventory availability, pricing, promotions, and company policies.

Troubleshoot common customer issues and escalate technical or complex cases when necessary.

Collaborate with warehouse, service, and sales teams to ensure smooth order fulfillment and customer satisfaction.

Update customer accounts, order notes, and case details in the company's CRM or order management system.

Monitor backorders, shipment tracking, and follow-up communication to keep customers informed.

Suggest alternative parts or solutions when original components are discontinued or unavailable.

Support team goals by meeting performance metrics related to accuracy, service quality, and response time.