Job SummaryThe Customer Support Representative processes incoming customer quotes, order requests or questions by phone, fax, email.  Evaluate, quote, process, and expedite the requests and questions in a manner that ensures customer satisfaction while meeting company revenue and profit goals. Key ResponsibilitiesProcess customer questions or requests for parts by phone, fax, or email in a timely manner.Using SAP, manage and track the part ordering process to provide timely quotations and order confirmations to customers.Review parts orders for urgency and accuracy and prioritize as necessary to meet the customer needs.Communicate order status and part number information to internal and external customers in a timely manner.Identify and correct inaccuracies found in SAP in relation to customer information, parts, and pricing.Interface with third party vendors to identify, purchase and supply parts to customers.Liaison between our customers and our Centers of Competence.Process repairs, returns and credit memos in a timely manner.Review and use the SAP Complaint Management System and follow up with the customer to resolve their concerns.Use feedback from customers and colleagues to identify and recommend process improvements to management.Partner with the accounts receivables team to resolve past due invoices.Other duties and/or special projects as assigned by the Parts Manager. 
