New

Spare Parts Order & Technical Specialist

BAUER COMPRESSORS, INC.
United States, Virginia, Norfolk
1328 Azalea Garden Road (Show on map)
May 19, 2025
POSITION SUMMARY The Spare Parts Order & Technical Specialist is responsible for providing quality Customer Support for internal and external customers. They are responsible for parts identification, answering customer requests via telephone and email (Zendesk), data entry of customer quotes and purchase orders for the Parts Sales Department as well as collaborating with the Spare Parts Shipping Department on order shipments and Purchasing Department on past due orders. The Spare Parts Order & Technical Specialist reports to the Spare Parts Call Center Manager. JOB FUNCTIONS Include the following, but other duties may be assigned. Maintain consistent and reliable in-person attendance. Respond to phone calls and emails related to Parts Sales, ensuring timely creation and updating of service tickets. Execute tasks assigned by the Department Manager. Achieve individual KPIs set by the Department Manager on a monthly basis. Maintain a strong understanding of parts identification to effectively assist customers in locating the necessary components. Develop and sustain expertise in BAUER products to drive upselling and cross-selling opportunities. Stay updated on product features, benefits, and applications to offer tailored solutions to customers. Serve as a liaison between the Parts Sales Department and Engineering to ensure accurate parts identification. Enter customer quotes and purchase orders for the Parts Sales Department into the Customer Ticketing Portal and/or the Made2Manage (M2M) ERP system. Input customer data, such as billing and shipping addresses, items purchased, etc., from accepted purchase orders and contracts into the M2M ERP system. Release parts sales orders to the storeroom for shipping. Generate required shipping documents for international shipments, including Commercial Invoices and Packing Lists, both for personal orders and as a backup for team members when needed. Process shipping labels for DHL (and FedEx/UPS as required) for personal orders and as a backup in the absence of team members. Create backorder shipments for personal orders, stepping in as a backup when team members are absent. Handle all credit card transactions related to parts orders with strict confidentiality. Professionally address minor order discrepancies and escalate issues to management as required. Process government quotes in compliance with specifications for U.S. Government contracts. Monitor order backlogs and collaborate with the Small Parts Shipping (SPS) and Purchasing departments to ensure accuracy and timely delivery. Handle non-standard parts orders and work with Purchasing or other relevant departments to ensure successful order fulfillment. Provide regular updates (e.g., reports on backlog, high-priority orders) to the Spare Parts Call Center Manager. Continuously seek improvements in Parts Sales processes to enhance efficiency. REPORTING TO THIS POSITION No direct reports. ESSENTIAL SKILLS AND EXPERIENCE To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. High school diploma or equivalent. Minimum of two (2) years of customer service or order entry experience. Excellent verbal and written communication skills. Solid technical and computer skills in a Windows environment including Microsoft Office (Outlook, Word and Excel). Strong ability to type efficiently and accurately. Strong customer service skills accompanied with a high level of professionalism. Extremely organized with a strong focus on execution, attention to detail and accuracy. Ability to work under deadline situations and flexibility in a fast-paced environment with changing priorities. Self-starter with the ability to resolve issues and research solutions. Ability to work under pressure and independently with minimal supervision The ability to multi-task and time manage in order to accomplish all tasks in a timely manner. Ability to learn M2M and Zendesk software requirements. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, diagrams, test reports. Must be able to write routine reports and correspondence. Customer-focused attitude to ensure world class Customer Support performance to BCI internal and external customers.