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Customer Account Liaison Specialist

2 months ago

Winnipeg, Manitoba, Canada NFI Parts Full time
About the Role

We are seeking a skilled Customer Account Liaison Specialist to join our team at NFI Parts, a leading provider of parts and technical support for buses and motor coaches. In this role, you will play a crucial part in fostering strong relationships with customers, ensuring their needs are met efficiently, and providing exceptional service.

Key Responsibilities
  • Customer Communication: You will communicate with customers on all required correspondence, including quotes, purchase orders, contracts, Return Material Authorization (RMA), and technical requests.
  • Sales Strategy Development: Participate in the development of customer sales and margin strategies, making recommendations that align with our business goals and objectives. Establish specific customer targets and actions with the customer team and ensure support from the Customer Service Manager (CSM) and Territory Sales Representative (TSR).
  • Pricing and Availability: Provide pricing and availability information on all daily quotes and execute contracts received from customers.
  • Coach Down Support: Offer timely support when a Coach Down situation is identified, expediting parts and exploring all avenues to ensure customers receive parts as soon as possible.
  • Technical Assistance: Provide customer assistance utilizing available resources, including parts manuals, Bill of Material, engineering drawings, vendor manuals, and NFI Parts personnel.
  • Quote and Contract Approvals: Obtain daily quote and contract approvals and award information from customers.
  • Sales Order Management: Review open sales order reports weekly and review upcoming orders and past due orders, expediting orders with purchasing/manufacturing that are past due.
  • Discrepancies and Returns: Reconcile all sales order discrepancies with customers, including price discrepancies, incorrect quantities, lead times, etc., and negotiate, enter, and coordinate returns of parts as requested by customers.
  • Delivery Issues: Work with the Traffic Department on delivery issues with customers, using online tracking or carrier tracking systems if necessary.
Requirements
  • A post-secondary education in a related discipline and/or equivalent experience.
  • Working knowledge of bill of materials.
  • Superior knowledge in the use of Microsoft Office with advanced Excel skills.
  • Advanced problem-solving, organizational, and analytical skills.
  • Ability to converse professionally in both written and verbal communication.
  • Experience with Oracle systems and processes would be considered an asset.
  • Basic knowledge of the transit industry and vehicle systems is an asset.
  • Motivated self-starter, comfortable in a fast-paced environment.
Why Work with Us?

NFI Group has been named a Manitoba Top Employer for 2020, and we offer a continuous learning environment, opportunities for career advancement, competitive wages, and more.