Customer Account Representative - 12 Month Term

NFI Parts Customer Account/Service Representative

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. NFI Parts maintains extensive cross-references for parts and has established relationships with over 1,000 suppliers.

POSITION SUMMARY

The Customer Account/Service Representative plays a pivotal role in fostering strong relationships with customers while ensuring their needs and inquiries are met efficiently. This includes all daily transactional activities required such as quotations, simple contracts, product returns, and technical requests, as well as providing input and feedback to customer strategies, revenue/margin budgets and related initiatives.

WHAT YOU WILL DO

• Communicate with customers on all required correspondence on quotes, purchase orders, contracts, Return Material Authorization (RMA), and technical requests.
• Participate in development of customer sales and margin strategies and make recommendations that encompass our business goals and objectives such as offering alternate products to customer (if applicable), and request for cross reference information. Establish specific customer targets and actions with the customer team and ensure support from Customer Service Manager (CSM) and Territory Sales Representative (TSR). Quarterly review with the CSM on all customer related initiatives. Monthly review and update of Profitability Files.
• Provide pricing and availability on all daily quotes.
• Provide customer support when a Coach Down situation is identified; ensure parts are expedited and that all avenues are explored so that the customer receives parts as soon as possible.
• Provide customer with technical assistance as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFI Parts personnel, Engineering, New Product Development, Parts).
• Obtain daily quote and contract approvals and award information from customers.
• Review open sales order reports weekly and review upcoming orders and all past due orders; expediting orders with purchasing/manufacturing that are past due.
• Reconcile all sales order discrepancies with customer such as price discrepancy, incorrect quantity, lead time, etc.
• Negotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMA's that are past due.
• Work with Traffic department on delivery issues with customers. If proof-of-delivery required use online tracking or carrier tracking system.
• Create and monitor New Load Requests, Data Change Requests and Pricing Requests.
• Review contract requirements in collaboration with the Contract Specialist.
• Coordinate insurance and bid bonds for customer RFP's when required while collaborating with the Contract Specialist.
• Work directly with the customer to gather and understand their business objectives, funding and operating budgets, buying trends and item usage to be able to support internal stocking strategies and inventory planning by customer.
• Proactive selling of all products, from knowledge obtained from customers and the transit industry.
• Participate in major projects or programs in collaboration with the Contracts/Program Specialist, as required.
• Assist Accounts Receivable with collections when required.
• Request additional reports from Analyst as required.
• Review/create Contact Reports identify action items and coordinate any tactical responses required.
• Attend tradeshows as required.