Customer Service Specialist

3 months ago

Winnipeg, Canada NFI Parts Full time

NFI Parts™ is North America’s most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. NFI Parts is the parts division of NFI Group, providing replacement parts for New Flyer® transit buses, MCI® motor coaches, ADL buses, ARBOC® vehicles, as well as the product lines for the acquired NABI and Orion parts businesses. Additionally, NFI Parts has extensive cross references for parts that are common with other bus, coach, and cutaway product lines and has a mature supply base and established relationships with over 1,000 suppliers. Further information is available at www.nfi.parts.com.

We are seeking a skilled Customer Service Specialist – Strategic Accounts to lead and enhance our Metro business segment. This role blends high-level account management with technical expertise, focusing on strategic oversight, bids, contracts, and account growth. The ideal candidate will bring a strong background in the aftermarket parts industry, contract management, with the ability to guide a team of Customer Service Representatives (CSRs) and drive operational excellence. This role also involves direct engagement with customers, leading specific targets, and actions to ensure profitability and growth.

WHAT YOU WILL DO:
  • Strategic Oversight:
    • Oversee and balance team workloads to ensure efficient assignment and coordination of customer service tasks.
    • Mentor and guide 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 meetings with 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.
WHAT YOU NEED TO BE SUCCESSFUL:
  • 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 role.
  • Travel is required for this position*

WHY JOIN OUR TEAM:
  • Competitive Wages.
  • A continuous learning environment.
  • Ability to advance your career with a growing company.
  • NFI Group has been named a Manitoba Top Employer for 2020 and this is the tenth since the competition was established in 2007.
  • Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.
  • Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions.
OUR WHY:

We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable.

NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions. News and information is available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.nfi.parts, www.alexander-dennis.com, www.arbocsv.com, and www.carfaircomposites.com.

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