Customer Service Representative

NFI Parts™ is North America’s most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. NFI Parts is the parts division of NFI Group, providing replacement parts for New Flyer® transit buses, MCI® motor coaches, ADL buses, ARBOC® vehicles, as well as the product lines for the acquired NABI and Orion parts businesses. Additionally, NFI Parts has extensive cross references for parts that are common with other bus, coach, and cutaway product lines and has a mature supply base and established relationships with over 1,000 suppliers. Further information is available at www.nfi.parts.

POSITION SUMMARY

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.

WHAT YOU WILL DO :

• Communicate with customers on all required correspondence on quotes, purchase orders, contracts, Return Material Authorization (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 customer (if applicable), and request for cross reference information. Establish specific customer targets and actions with the customer team and ensure support from CSM and TSR. Quarterly review with the CSM on all customer related initiatives. Monthly review and update of Profitability Files.
• Provide pricing and availability on all daily quotes. Metro CSR's will execute contracts received from customers. All other CSRs will collaborate with Contracts Specialist who will execute customer contracts.
• 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 customer with technical assistance as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts).
• Obtain daily quote and contract approvals and award information from customers.
• 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 customer such as price discrepancy, 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 Traffic department on delivery issues with customers. If proof-of-delivery required use online tracking or carrier tracking system.
• Creating and monitoring until final approval New Load Requests, Data Change Requests and Pricing Requests.
• Metro CSR to review contract language and requirements in collaboration with the Metro Specialist / CSM, create bid worksheet, outlining all bid requirements including terms and conditions, bid submission requirements (due date, copies, how to bind, etc.). All other CSRs to review contract requirements in collaboration with the Contract Specialist. All CSRs will obtain pre-approval from CSM and get required approvals on bids from CSM / CSD, VP or President.
• Metro CSRs to coordinate insurance and bid bonds for customer RFP’s when required. All other CSRs will execute in collaboration with the Contracts Specialist.
• Metro CSRs to monitor and manage customer contract items and escalations in conjunction with Metro Specialist / CSMs.
• Metro CSRs to collaborate with Business Development on complex bids.
• 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 customer.
• Proactive selling of all products, from knowledge obtained from customers and the transit industry.
• Participate in major projects or programs in collaboration with the Contracts / Program Specialist, as required.
• Assist Accounts Receivable with collections when required.
• Request additional reports from Analyst as required.
• Review / create Contact Reports identify action items and coordinate any tactical responses required.
• Attend tradeshows as required.

Requirements

WHAT YOU NEED TO BE SUCCESSFUL :

Benefits

WHY JOIN OUR TEAM :

HOW TO APPLY

If you would like to apply for this position or know someone who would, please submit a resume.

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 is available at  www.nfigroup.com ,  www.newflyer.com ,  www.mcicoach.com ,  www.nfi.parts ,  www.alexander-dennis.com ,  www.arbocsv.com , and  www.carfaircomposites.com .