Virtual Branch Support Associate

Virtual Branch Support Associate

FleetPride is seeking a results-driven Virtual Branch Support Associate to help grow our parts and service business. This role is responsible for both researching / procuring parts and delivering service writing to many different business units within FleetPride. The ideal candidate will bring strong FleetPride branch knowledge, including parts procurement, iSeries, Karmak, and service writing expertise. As a key member of the CEC Virtual Branch team, this individual will play a pivotal role in enhancing customer experience, optimizing order fulfillment, and strengthening collaboration between the field, service teams, and internal departments.

DUTIES & RESPONSIBILITIES

Assist customers in identifying, sourcing, and purchasing heavy-duty parts via phone, email, or virtual channels.

Recommend related products and provide accurate pricing, availability, and technical details.

Ensure professional, timely, and high-quality customer interactions that drive satisfaction and loyalty.

Locate and secure parts from warehouses, branches, or OEM dealers as needed.

Manage special orders, returns, and warranty parts in compliance with company policy.

Maintain organized, accurate records and ensure parts areas are clean and well-stocked.

Generate quotes, invoices, and credits while maintaining price confidentiality.

Process customer payments, charge accounts, and refunds per standard procedures.

Uphold accuracy and efficiency across all sales and billing documentation.

Work with service technicians to estimate, schedule and invoice repairs in a quick and efficient manner

Coordinate service dispatch, purchase orders, and logistics to ensure timely service completion.

Track work progress, communicate updates internally and externally, and control related costs.

Review catalogs, price sheets, and bulletins to stay current on products and processes.

Participate in training, team meetings, and process improvement initiatives.

Proactively identify opportunities to improve efficiency and service quality.

Perform other duties as assigned.

EDUCATION & TRAINING

Bachelor's Degree or high school diploma or equivalent with an additional 3 years of relevant professional experience

KNOWLEDGE & EXPERIENCE

Education : High School Diploma, GED, or equivalent.

Technical Proficiency : Intermediate knowledge of Microsoft Excel, Word, and Outlook; experience using Karmak and iSeries systems.

SKILLS & ABILITIES

Active Listening : Fully attentive to others' input; seeks understanding before responding.

Communication : Clearly and effectively convey information to customers and team members.

Time Management : Prioritizes tasks efficiently to meet deadlines and service expectations.

Persuasion : Influences and builds alignment toward shared goals and solutions.

Service Orientation : Proactively identifies and fulfills internal and external customer needs.

WORK ENVIRONMENT

Our corporate office follows a hybrid work structure. Monday-Thursday in office.

The primary environment is characterized by ambient room temperatures, lighting, and traditional office equipment found in a typical office environment.

PHYSICAL DEMANDS

Reaching above shoulder heights, below the waist or lifting as required filing documents and storing materials.

Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.

Occasional lifting of moderately heavy objects, such as computers and peripherals.

Sitting for extended periods of time.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.