<p>Company Description</p> <p>Whether you're just beginning your career or have years of experience-you've come to the right place! Working at Alto-Shaam means you're a part of a passionate team working together towards one goal.</p> <p>Since 1955, Alto-Shaam has pioneered industry-leading commercial foodservice equipment that anticipates and responds to our customers' needs. Our solutions help foodservice businesses like Sendik's Food Market and Saz's Hospitality Group enhance their menus while providing a greater return on their investment.</p> <p>Our world-class products are made in a world-class facility. Alto-Shaam's headquarters and manufacturing space is dynamic, clean and safe for all.</p> <p>As a family company, we also take care of our people by providing market-leading benefits:</p> <ul> <li>Earn an annual bonus on your gross income, which has averaged 15% over the past five years </li><li>Low to NO COST premiums for full coverage healthcare with wellness participation </li><li>11 paid holidays and generous earned PTO </li><li>Advancement opportunities to grow through our career ladders program </li><li>Tuition assistance to pursue a degree or certification </li><li>Fitness reimbursement for gym memberships, classes, or training sessions </li><li>Biannual performance reviews with yearly merit increases </li><li>Annual free lunch with the company president to celebrate your work anniversary </li></ul> <p>Job Description</p> <p>This is a customer service role in a fast paced, collaborative, flexible and fun working environment. The role splits between order processing and phone customer support with a focus on problem solving and win resolutions. All while living the Alto-Shaam Values.</p> <p>The ideal candidate for a Parts Support Specialist would be able to do the following:</p> <p>ORDER PROCESSING DUTIES:</p> <ul> <li>Accurately enter customer parts orders into company ERP system. Dating the orders appropriately and pushing them down stream to the Pick Pack and ship team on the factory floor. </li><li>Endeavor to deliver Team KPl's (Order Velocity, Order Fulfillment, and Customer phone hold times) </li><li>Ability to analyze the following - Bill of material structure, Parts Sales data, customer data to improve Parts Function KPl's </li><li>Passionate customer advocate who has the ability to work across the organization to resolve any customer need </li><li>Interface professionally and politely directly with customers via phone, email, chat to clarify and correct order discrepancies, supply missing or misstated information, update on changes in order or delivery status. </li></ul> <p>CUSTOMER SERVICE PHONE SUPPORT DUTIES:</p> <ul> <li>Answering phone calls from Parts Queue speaking with Field Technicians, Sales Reps, Equipment Dealers, Parts Distributors and Service Agents. </li><li>Part Identification, using Serial numbers and an array of tools designed to aid in this process. </li></ul> <p>TRAINING & PERSONAL DEVELOPMENT:</p> <ul> <li>Maintain a positive, empathetic, and professional attitude toward customers at all times. </li><li>Read and understand technical and non-technical documents to grow sales and product knowledge. </li><li>Participate in customer service development and growth opportunities. </li></ul> <p>Qualifications</p> <p>For a candidate to be successful as a Parts Support Specialist they must have:</p> <p>REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:</p> <ul> <li>Ability to make decisions, solve problems and collaborate with peers and managers. </li><li>Ability to deal with stressful situations and objectively develop solutions. </li><li>Excellent verbal and written communication skills. </li><li>Excel skills, Pivot tables, V-Lookup, Data Analysis. </li><li>Outlook, Manage both individual and shared inboxes at the same time. </li><li>The drive to understand the foodservice equipment business. </li></ul> <p>EDUCATION AND EXPERIENCE:</p> <ul> <li>Associate's degree in business or 2+ years of equivalent business work experience. </li><li>Minimum 1 year of customer service experience in a call center environment. </li></ul> <p>Additional Information</p> <p>We are looking for team-members that exemplify and live our High FIVE values:</p> <ul> <li>Highest Quality: Are you detailed-oriented and ensure the accuracy of your work? </li><li>Win together as a Family: Do you exceed expectations by being attentive and going above and beyond? </li><li>Unleash the Innovative Spirit: Are you passionate about finding solutions to streamline and enhance the way you and your peers work? </li><li>Be a Helpful Voice: Are you a positive person who wants to make an impact on others? </li><li>Every Individual Makes an Impact: Are you a go-getter who takes initiative and pride in your work? </li></ul> <p>If you share our values, we want you to be a part of our Alto-Shaam family!</p>