Cartveyor Operational Support Specialist

Job Description

Job Description

Cartveyor Operational Support Specialist

PFlow Industries

Milwaukee, WI

Summary

The Cartveyor Senior Operations Analyst is responsible for managing a high volume of incoming inquiries and providing comprehensive support to internal and external customers, dealers, and installers regarding parts for Cartveyor (CV, DCV & GK) equipment. This role is responsible for generating detailed quotations, processing sales orders, and resolving product or service issues independently ensuring all are done in accordance with company procedures and policies meeting internal and external customer requirements.  This role will also be involved in project management, materials management and continuous improvement initiatives.

Essential Duties And Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Leads communication with customers and internal teams, providing assistance and problem resolution.
• Manages a high volume of incoming calls and emails from customers, dealers, installers and end-users regarding parts needed to repair or maintain the full range of PFlow Cartveyor equipment.  Must respond to all inquiries in a timely manner that meets or exceeds the customer service response standards set for the Cartveyor Business Unit.
• Generates detailed quotations, processes sales orders and provides comprehensive frontline support to PFlow customers by managing requests from initial inquiry to completion ensuring customer satisfaction.
• Initiates and manages Case ID’s, warranties and RMAs (Return Material Authorizations) in M2K system.
• Provides proactive tracking information and updates to customers.
• Researches and identifies parts needs independently by locating drawings, manuals, part numbers and consulting with Technical Support Advisors or Engineering, as needed.
• Resolves product or service issues promptly and independently by clarifying the customer’s concern, determining root cause, explaining resolution steps, expediting the correction and managing through to resolution.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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