Customer Operations Specialist

3 weeks ago

Burlington, United States ASTEC Full time

ABOUT THE POSITION

Primarily responsible for determining customer parts requirements for Astec customers, pricing quotes, communicating the same, and placing orders into proper internal systems. Working with engineering associates and established Astec guidelines. Responsible for research as needed, working through Engineering, Service, Controls, Sales, Shipping and Manufacturing as required.


Key Deliverables

  • Provide assistance to Astec direct customers and dealers.
  • Locate the correct parts and prepare the parts quotations as per the customer’s request.
  • Coordinate with other departments to ensure that the customer’s requests are met.
  • Accurately process all parts sales orders.
  • Follow up on quotes and orders with customers.
  • Work closely with outside sales team.


Key Activities & Responsibilities

  • Answer customer calls and emails; help determine customer requirements. Extensive research.
  • Prepare quotes, offer advice and suggestive selling.
  • Identify correct part(s) for customer using mechanical and electrical drawings, electronic and hard copy of manuals, various search engines, engineers, and other resources.
  • Coordinate with procurement and production on lead-time and expediting needs.
  • Inform Supervisor or Manager of inventory shortage and discrepancy.
  • Prepare and enter detailed parts quotes into Astec system.
  • Work with customers and other departments to resolve problems i.e., breakdown, wrong parts, replacement solutions, returns, warranties etc.
  • Follow up on quotes and previous correspondence with customers, dealers and Regional Sales Managers.
  • Closely work with the parts shipping team members. Understand all shipping options available to our customers (small packages, LTL, full truck load, hotshot carrier etc.).
  • Work closely with other Astec sites and products.
  • Travel a week at a time, one to three times a year to call on direct customers and dealers; Plant visits, trade shows, dealer visits (selection, stock levels, training etc.).
  • Assist Supervisor and Manager in development and execution of marketing strategy for parts sales.
  • Attend customer service school lunches, dinners, and other functions as necessary (may be extended work hours)
  • Crosstrain and be able to assist other teams within the Parts Dept. including shipping and the warehouse.
  • Participate in cross-department teams and committees as needed.
  • Maintain daily/weekly/monthly/quarterly administrative tasks.
  • Expected to carry “on call” duties (rotating schedule)
  • Always follows company policies and procedures.
  • Always follows proper safety rules and procedures.
  • Performs other duties as assigned.



To be successful in this role, your experience and competencies are:

  • High school diploma or equivalent required. An associate or bachelor’s degree in business or marketing is strongly desired and or a combination of experience and training that provides the required knowledge, skills, and abilities.
  • Must be able to speak and write in English fluently. Excellent oral and written communication skills.
  • 0-2 years of work experience in similar environment
  • Some experience in mechanical or machinery related industry preferred.
  • Ability to read and interpret mechanical and electrical drawings preferred.
  • Ability to work well with others, exercise sound judgment and solve problems, work independently and effectively manage workload (well-organized), be resourceful, attention to details (meticulous) and work well under pressure.
  • Ability to operate general office equipment including telephone, computer, calculator, photocopier, and scanner.
  • A working knowledge of Microsoft Office products preferable.
  • Must have excellent interpersonal, communication, and collaboration skills.
  • Ability to travel as needed.
  • Must be able to meet regular attendance requirements.

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