Title:  Product Service Representative

POSITION SUMMARY:

The Product Support Representative is responsible for Dom-Ex product sales to assigned customers. This will be done through calling, emailing and also visiting customers periodically. This position will work closely with GM and assist with sales, marketing and purchasing projects as required.

It is the responsibility of every H-E Parts International, employee to ensure a safe work environment.  All H-E Parts International, employees share the responsibility to insure at the end of the day we return home safely to our families.  Our safe work environment value surpasses all other responsibilities.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Safety – conduct all activities in a safe manner, utilizing PPE and adhering to company policy and alerting others regarding potential concerns. Safety is # 1.
2. Provide excellent customer service to current customers and develop and generate new business and relationships.

1. Conduct outbound communications with global customers offering and educating customers on product value and functionality.
2. Provides support to customers and representatives via telephone, fax, or e-mail on a daily basis.
3. Provide customer and billing reports as needed for accounting and management.
4. Processes customer orders through the order entry system verifying pricing, quantities, part numbers, and routing.
5. Assists customers with product information including part numbers, pricing, and availability.
6. Assists customers with emergency orders as well as orders and/or issues relating to special customer requirements.
7. Takes personal responsibility to resolve customer complaints regarding deliveries, pricing, credits, and warranty issues. 
8. Follows through quickly and completely to ensure the external or internal customer is satisfied.
9. To market and sell the fullest range of H-E Parts products possible to assigned customers.

2. USE of the company CRM is mandatory: To maintain the best intelligence possible for each customer – including:

a. Current contacts – 5 points of contact (registered in SFDC)

b. Current deployed fleet (MEDB Data)

c. Current exchange and repair forecasting

3. To utilize your best effort to service H-E Parts customers within the assigned territories. Be the advocate for your customers and facilitate the use of all company resources.

4. To maintain accurate records, and submit all required documentation to H-E Parts within requested timelines.

5. To keep accurate expense records, and submit records to H-E Parts within required timelines.

12. Maintain privacy of customer account information.

10. Other duties/special projects as assigned.

DECISION MAKING:

Position will be required to make decisions that will directly impact the department.

INTERNAL/EXTERNAL CONTACTS:

Position requires collaboration with department managers and current/potential customers.

1. Weekly contact with specified customer base, either by phone or face to face
2. Coordinate shipping / receiving with warehouse personnel
3. Enter written or printed information into computer databases (Pronto)
4. Processes warranty claims
5. Works with technical support (Engineers, draftspersons, Quality Control, etc.)
6. Contact new and existing customers to discuss their needs, and to explain how these needs could be met by specific products and services
7. Answer customers' questions about products, availability, product uses, and credit terms.
8. Emphasize product features based on analyses of customers' needs, and on technical knowledge of product capabilities and limitations.
9. Maintain customer records, using automated systems.
10. Identify prospective customers by using business directories, following leads from existing clients, participating in organizations and clubs, and attending trade shows and conferences.
11. Prepare orders obtained, and submit orders for processing.
12. Select the correct products or assist customers in making product selections, based on customers' needs, product specifications, and applicable regulations.
13. Collaborate with colleagues to exchange information such as strategies and marketing information.

QUALIFICATIONS: EDUCATION and/or EXPERIENCE:

• 2-year Associate Degree or Commensurate Experience preferred
• 2-5 years’ professional customer service and inside sales experience
• Excellent written, verbal, and interpersonal communication skills
• Must have intermediate/advanced computer skills in MS Office Suite (*MS Word, Excel, Access, Outlook, PowerPoint), and Internet
• Travel requirements will average 15-20%

Preferred Qualifications

• Operate office equipment including, but not limited to, computer, copy machine, fax machine, and multi- line telephone.
• Work independently and be a team player within the department and the organization.
• Exhibit exceptional organizational skills and be a problem solver.
• Work completely and accurately under time constraints and deadlines.
• Work in a fast pace environment and prioritize multiple work assignments
• The ideal candidate will have experience in the mining and/or industrial sector. 

• Selling into the International market is preferred, but not essential.
• The qualified PSR has 5 or more years of sales experience in the related industry.
• A professional, ethical and exceptional work-ethic is required for the candidate

PHYSICAL DEMANDS

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the role. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the job. While performing the responsibilities of the CSR, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is move throughout the office and reach with arms and hands. Vision abilities required by this job include close vision. Work is performed primarily in a standard office setting.

• Sitting for prolonged periods of time - up to 8 hours or more per day.
• Appearance at all times must represent the company image.
• Work area may have fluorescent lighting and air conditioning.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. While performing the duties of this position, the employee is regularly exposed to moving objects (materials handled and transported throughout the plant via cranes, fork trucks and other employees). The employee is frequently exposed to airborne particles. The employee is also frequently exposed to sharp and abrasive edges which may result in scrapes, cuts and bruises. The employee is occasionally exposed to humid conditions. The noise level in the work environment is usually loud.

SAFETY:                                                                                                       

All employees must complete initial Safety Training.  Employees must ensure compliance with all safety policies, procedures, and work practices established by H-E Parts International. Avoid any activity that creates or poses a serious hazard to themselves or others while working for H-E Parts International.  Immediately bring any safety concern to your supervisor, or others designated by departmental procedures.  If any employee believes that performing an assigned work task or activity may pose a serious risk to life or health, discuss the issue immediately and directly with your supervisor.  Prior to operating any equipment supplied by H-E Parts International, employees are to be adequately trained, equipped, monitored, evaluated, and guided as appropriate, to comply with established safety policies, standards, and procedures.