Remote Parts Call Center Agent

This is a remote position supporting customers across the United States and Canada and requires availability to work a schedule ending at 5:00 PM Pacific Time.

Required
•    Associate degree in Diesel Technology, Automotive Technology, Mechanical Engineering Technology, or a related field, plus a minimum of three (3) years of relevant experience in heavy-duty vehicle maintenance, mechanical repair, parts sales, or customer support.
OR
•    High school diploma or equivalent, supplemented by technical training in Diesel Mechanics, Heavy Equipment Mechanics, Automotive Mechanics, Aircraft Maintenance, Parts Management, or a related field, plus a minimum of five (5) years of relevant experience in heavy-duty vehicle maintenance, mechanical repair, parts sales, or customer support.
•    Advanced English communication skills, both written and verbal.

Preferred
•    Bilingual or multilingual communication skills are highly preferred.
•    Fluency in Spanish is a strong asset.
•    Additional language skills, including French or other languages, are valued and may support our diverse customer base.
•    Experience supporting customers in a technical, parts, service, or sales environment.
•    Experience with heavy-duty truck, bus, diesel, or commercial vehicle parts is preferred.

Additional Knowledge and Skills
•    Customer service and sales techniques.
•    Marketing and promotional concepts.
•    Strong customer communication and relationship-building skills.
•    Understanding of customer-supplier relationships.
•    Quality assurance and continuous improvement principles.
•    Strong productivity, organizational, and time-management skills.
•    Problem-solving and troubleshooting abilities.
•    Proficiency with Microsoft Office applications.
•    Experience with ERP/MRP systems such as SAP, JD Edwards, Oracle, or similar platforms preferred.
•    Knowledge of inventory management and parts operations.
•    Ability to identify parts using technical documentation, catalogs, photos, and customer descriptions.
•    Continuous improvement mindset and commitment to operational excellence.

Tasks
•    Supports customer and Regional Sales Manager requests related to parts. Receives, modifies, and processes orders, credit notes, and parts returns, including return logistics.
•    Identifies alternatives to minimize customer impact in cases of extended delivery lead times or vehicle downtime.
•    Works with customers to identify required parts and coordinates fulfillment activities with logistics and supply chain partners.
•    Recommends and promotes parts, products, and current promotions while identifying opportunities for additional sales.
•    Handles pricing inquiries, quotations, returns, and other customer requests in accordance with established guidelines and approval parameters.
•    Assists customers with online account setup and access.
•    Supports the management of consignment inventory and helps maintain appropriate inventory turnover.
•    Gathers market intelligence and competitive information and shares findings with relevant stakeholders.
•    Contacts prospective customers and refers qualified opportunities to Regional Sales Managers.
•    Recommends solutions to minimize the financial impact of obsolete inventory and supports inventory optimization initiatives.
•    Participates in continuous improvement activities and process enhancement efforts.
•    Reviews and analyzes low-margin orders and quotations, identifies discrepancies, and follows up as needed.
•    Communicates inventory opportunities to customers, including used parts, excess inventory, and production take-offs.
•    Troubleshoots order-processing issues, including payment, system, and online account concerns.
•    Opens and maintains customer accounts, including cash and credit card accounts.
•    Identifies parts from technical documentation, catalogs, photographs, and customer-provided information.
•    Receives and directs phone calls, takes messages, and provides routine information when appropriate.
•    Completes and verifies required documentation and records.
•    Provides training and support to team members and branch personnel as requested.