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Parts Customer Service Representative

3 months ago

Niagara Falls, Ontario, Canada PALFINGER AG Full time

Key Responsibilities

Pricing and Availability Inquiries

• Utilize SAP to determine dealer costs for necessary materials.

• Access SAP to check material availability within local and European facilities to ensure the fastest lead times.

• Liaise with Material Management regarding any unavailable materials.

• Provide prompt and accurate responses to all inquiries.

Order Processing

• Update internet orders to active status and modify order conditions as needed.

• Receive customer orders via phone or email and input them as active orders in SAP to fulfill all customer part and shipping requirements.

• Collaborate with colleagues on kits and manufactured materials to initiate workflow for completion.

• Start the return process for unnecessary materials from the dealer network.

Customer Relations

• Uphold dealer accounts with exemplary phone and email communication.

• Respond to inquiries swiftly and accurately to ensure customer satisfaction.

• Monitor outstanding orders to proactively inform customers of any delays.

• Foster positive relationships with both internal and external colleagues.


• Additional duties as assigned.

Product Expertise

• Collaborate with Technical CSR and Service Department to gain product knowledge for better response to customer inquiries.

Required Qualifications


• High School Diploma is mandatory.

• Diploma or certification in a technical field or Customer Service is preferred.

• At least 4 years of experience in Customer Service is essential.

• Experience in a Spare Parts environment is advantageous.

• Mechanical knowledge or experience is preferred.

• Familiarity with SAP operating systems is preferred.

• Proficient in MS Office Applications.

• Must be able to speak, read, and write in English.

• Ability to manage multiple tasks and learn quickly with minimal supervision.

Benefits Offered


• Competitive salary package.

• RRSP with company matching up to 4% of base salary.

• Comprehensive medical, dental, vision, life, accidental death, and dismemberment insurance, along with long-term disability coverage.

• Employee/Family Assistance Program and Health Care Spending Account benefits.

• Paid vacation time.

• Opportunities for ongoing learning and career advancement.

• This position is full-time with a Monday to Friday work schedule.

This job description outlines the general nature of work performed by employees in this role. It is not intended to be a comprehensive list of all responsibilities associated with this position. Other duties may be assigned. PALFINGER is committed to an inclusive, barrier-free recruitment and selection process. We will accommodate the needs of applicants in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process.