Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.
Key Responsibilities
- Store Operations: Use the metrics and reports provided by Aftersales Operations and Analytics to ensure the Store is running at optimal levels by:
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Ensuring all Customer Orders, PO Requisitions, Transfers, and Returns are processed correctly and in a timely manner.
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Ensuring Spudnik Aftersales Standard Operating Procedures are being followed.
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Overseeing the receiving, organizing and stocking, picking, packing, and shipping of parts as they move through the Store.
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Keeping Inventory “healthy”. This will include performing or overseeing the following specific tasks:
- Set and maintain Safety Stock Levels for each item.
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Perform Inventory Cycle Counts.
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Coordinate with Parts Salespeople, CSRs, Machine Salesmen, and the Store Manager to review, adjust, and implement the forecast, stocking, transfer, and scraping recommendations from Aftersales Ops and Analytics.
- Maintaining the cleanliness and organization of the Store to expected levels.
- Employees: Manage Parts personnel in all stages of employment by:
- Hiring top talent.
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Ensuring employees receive the training and equipment needed to be successful in supporting customers in-store, over the phone, or online.
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Holding regular one on ones with each employee to coach, mentor, remove roadblocks, set expectations, provide feedback, and discuss career development.
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Resolving major performance issues through disciplinary actions, and terminations as needed.
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Dealers: Cultivate long-lasting relationships, develop trust, and be a true consultant to Dealers by:
- Conducting regular visits to Dealers to understand all aspects of their business to better support their parts needs.
- Maintaining regular communication with Dealers, addressing inquiries, and managing inventory or logistics concerns quickly.
- Monitor the support provided to Dealers from Store personnel, and ensure they receive timely and accurate service.
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Providing technical knowledge, assistance, and training to Dealers as needed.
- Monitoring metrics and reports provided by Aftersales Analytics and Operations, and making necessary plans with the Dealers to correct any gaps in performance
- Customers: Cultivate long-lasting relationships, develop trust, and be a true consultant to Customers by:
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Being available and approachable so all Customers feel they can bring up questions and concerns.
- Resolving Customer concerns and issues quickly with impeccable follow-up, keeping the Customer informed and updated at all times.
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Assisting customers in identifying and selecting the right parts for their equipment and addressing any inquiries promptly.
- Grow the Business: Actively promote parts with new products and programs to ensure steady growth in sales, margin, and market share from year to year in the area.
- Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
- Other duties and responsibilities may be assigned as necessary.
- Experience in inventory and warehouse operations.
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Familiarity with parts management systems and processes.
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Strong organizational and multitasking abilities.
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Ability to lead and support a team.
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Excellent communication and customer service skills.
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Competency with forecasting and data-driven decision-making.
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Experience with ERP systems or inventory software preferred.
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Prolonged periods of sitting or standing at a desk and working on a computer.
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Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.
