Customer Service Specialist

1 month ago

Winnipeg, Manitoba, Canada NFI Parts Full time
Job Title: Customer Service Specialist - Strategic Accounts

NFI Parts is a leading provider of parts, technical publications, training, and support for buses and motor coaches. We are seeking a skilled Customer Service Specialist - Strategic Accounts to lead and enhance our Metro business segment.

Key Responsibilities:
  • Strategic Oversight:
    • Oversee and balance team workloads to ensure efficient assignment and coordination of customer service tasks.
    • Mentor and guide Customer Service Representatives (CSRs), offering direction on complex tasks and performance management.
    • Develop and execute strategies to enhance team productivity, customer satisfaction, and account growth.
    • Lead specific customer targets and actions using profitability files, ensuring proper guidance and growth plans with the Customer Service Team.
    • Conduct weekly/bi-weekly touchpoint meetings with CSRs to assess performance, address outstanding tasks, and provide strategic guidance.
    • Review CSR Scorecards for actionable items, including past due orders, long lead time orders, aging coach down orders, and outstanding RMAs.
    • Regularly meet with the Manager to review team workload and performance, ensuring alignment with departmental goals and fostering professional development.
  • Project and Contract Support:
    • Lead and manage major projects and programs in collaboration with the Manager and customer CSR, ensuring alignment with strategic goals and successful execution.
    • Prepare and manage Bid Worksheets for key projects, working closely with Procurement & Planning for pricing updates and ensuring timely completion.
    • Review and analyze contract language and requirements, providing strategic guidance on pricing and contract negotiation.
    • Report and update the Manager on project milestones and progress, ensuring all major initiatives are on track.
  • Customer Engagement and Coordination:
    • Attend customer meetings, document key points, and coordinate actionable items for effective follow-ups and responses.
    • Develop strategies to meet specific customer targets and optimize service delivery.
    • Collaborate with Analysts to review contract lost award data and no-bid data monthly, enhancing quoting accuracy and competitive positioning.
  • Data Analysis and Reporting:
    • Analyze customer analytics on revenue performance and adjust strategies in coordination with the Manager and Director.
    • Conduct post-award reviews, summarizing findings, and presenting them to the team Manager and customer CSR.
Requirements:
  • Degree in Business Administration or a related field, with extensive experience in account management, contract management, or bids/proposals within a technical or engineering context.
  • Demonstrated ability to manage complex projects and contracts with strong technical acumen. Advanced proficiency in Microsoft Office, particularly Excel, and familiarity with Oracle systems would be considered an asset.
  • Exceptional written and verbal communication skills, with demonstrated success in customer engagement and strategic account management.
  • Strong analytical abilities with experience in interpreting data, developing strategies, and making informed decisions. Experienced in strategic planning and execution within a fast-paced environment.
  • Basic understanding of the transit industry and vehicle systems, with previous experience in similar roles.
  • Travel is required for this position.
About NFI Parts:

NFI Parts is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient, and reliable.

We are committed to providing our customers with exceptional service and support. If you are a motivated and experienced professional looking for a challenging role, we encourage you to apply.

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