Call Center Parts Person

2 months ago

Winnipeg, Canada Frontier Power Products ULC Full time

**About Frontier Power Products**:
Frontier Power Products is an established company with over 40 years of experience and expertise in delivering top-tier power generation solutions, marine engines, and industrial engines tailored for the rugged conditions of Western Canada. There are few places on earth that have such a diverse set of challenges where engines are called upon to perform in extreme cold or high temperatures, from sea level to the tops of the Rocky Mountains and in some of the most remote locations on Earth. To meet these challenges, Frontier Power meticulously designs products that anticipate site conditions, offering customized engines and generator sets meticulously crafted to excel for our valued customers. At Frontier Power Products, our core values center around fostering empowerment, accountability, and perseverance, all while embodying the highest standards of character.

Frontier Power Product ULC is a part of Brandt Holding Co.'s Industrial Division, and M-K Power Products is a division of Frontier Power Products ULC.

**Why Join the Frontier Power Team?**

**The Benefits**:

- Dental and Extended Health Insurance
- Health Spending Account
- Life Insurance
- Vision Care
- Employee and Family Assistance Program
- Tuition Reimbursement Program
- Pension Plan
- Paid Time Off

**The People & Culture**: You will be a part of a collaborative and dedicated team who you will be proud to work with.

**Overview of the Position**:Frontier Power’s Parts Staff serve as the primary point of contact for customer interactions. The Call Center Parts Support Person significantly impacts the customer experience and is an integral part of the Parts Department. This role provides support to a diverse range of industrial equipment customers, assisting with parts, related items, and suggested additional items. It is a dynamic position that involves interaction with both customers and internal staff across Frontier Power’s Western Canadian territories.

**Key Duties and Responsibilities**:

- Monitor and respond to Parts Department general in-boxes across all Frontier Power’s parts departments.
- Answer in-coming parts calls across all Frontier Power’s territories.
- Be available to provide on-call after-hours parts support.
- Be attentive to processes and procedures through continuous process improvement.
- Maintain and monitor 5S methodology in the parts department.
- Resolve customer complaints.
- Strive to make the best use of on-hand inventory and sell existing inventory before considering new.
- Understand the parts return policy and Issue RMA to customers when return requests are valid.
- Be flexible with the department’s needs for staff coverage throughout the operating hours.
- Participate in inventory count as assigned by either spot check, cycle count of annual full count.
- Resolve shipping discrepancies from Service Dealer direct ship orders.
- Keep up to date with parts related training as directed.
- Other duties, as assigned.

**Other Responsibilities Include**:
**Marketing, Sales Promotion, and John Deere Financing**:

- Understand sales promotions that are marketed by Parts & Service to offer options to customers.
- Include marketing discussions with customers after their initial needs are met.
- Discuss JDF account options with customers and establish new accounts.

**Electronic order processing across all branches for the following customer requirements**:

- Smart Equip parts orders that come into parts department’s general in-boxes.
- John Deere direct ship order for service dealers and other direct ship customers.
- Kubota Service Dealer orders.
- OEM Dealer orders that come into parts department’s general in-boxes.
- Other duties, as assigned.

**Experience and Qualifications**:

- Can-do attitude with a focus on exceptional customer satisfaction
- Hold a Parts Technician (Red Seal) certificate or in the process of obtaining
- 2-4 years of parts sales experience
- Knowledge of Industrial OEM engines such as John Deere, Kubota, and Mitsubishi
- Technical knowledge of generators and industrial machinery as an asset
- A base knowledge of courier and less-than-load (LTL) shipments
- Being cost-conscious and having a continuous process improvement mentality
- Demonstrated problem-solving skills
- Comfortable and capable in an ever changing fast paced environment
- Receptive to feedback and a willingness to learn
- Safe workplace attitude and following safety guidelines in all areas of the workplace
- Excellent attention to detail
- Proficient with Microsoft Office programs

**Work Environment**:A Call Center Parts Person will be required to sit or stand at a desk for extended periods, use a computer, and handle frequent phone communication, and perform repetitive hand and wrist movements.

**Physical Job Requirement**: This position requires occasional lifting of objects weighing up to 50 lbs. throughout a workday

**How to Apply**:
If you believe your skill set matches t

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