Customer Service Representative - Aftermarket Parts (Parts Identification)

Job Description:

The Customer Service Representative will play a crucial role in our Aftermarket Parts Department by providing day-to-day phone and case management support. This includes accurately identifying required parts, handling pre- and post-sale inquiries, quoting, order entry, order status updates, and issue resolution.

The successful candidate will demonstrate in-depth knowledge of our business, industry, products, systems, and sales transactions. Timely responses, exceptional phone skills, and outstanding written communication are vital in ensuring superior customer service and setting our brand apart from the competition. This position requires strong initiative, leadership, problem-solving skills, and a genuine desire to help customers.

What you'll do

• Customer Support: Respond to customer inquiries promptly, adhering to established performance goals via phone, email, or chat, providing accurate and detailed information.

• Record Management: Maintain up-to-date and organized records of customer interactions, orders, and technical support cases. This includes updating CRM systems and ensuring all documentation is accessible and accurate.

• Part Identification: Assist customers in accurately identifying parts they need by using technical manuals, parts catalogs, and product drawings. Interpret technical information and explain it to customers in an understandable manner.

• Interdepartmental Collaboration: Collaborate with other departments including Materials, Shipping, Pricing, and Sales to ensure customer orders are fulfilled and coordinate the resolution of any issues that arise.

• Process Improvement: Apply process thinking and principles of Lean Management to enhance office efficiency.

• Performance Monitoring: Monitor performance metrics and make recommendations for improvement.

• Personal Development: Engage in personal development and training to enhance skills.

What you'll bring

• Education: High school diploma or equivalent; additional technical education or certifications in automotive or machinery parts is a plus.

• Experience: Minimum 4 years of work experience in Customer Service, Sales, Marketing, Communications, Service, or relevant field OR a Bachelor's degree in a related field.

• Work Schedule: Ability to work both in person and remotely on a hybrid schedule based on location.

• Technical Skills: Strong technical aptitude and ability to interpret parts catalogs and diagrams.

• Communication Skills: Excellent verbal and written communication skills across various platforms, including email, chat, and phone, with the ability to simplify technical or complex information.

• Customer Interaction: Polished and effective interaction with customers, with the ability to quickly capture relevant information, explain next steps in issue resolution, communicate status updates, and inspire confidence and trust.

• Multitasking: Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

• Problem-Solving: Strong curiosity, creative thinking, and problem-solving skills.

• Software Proficiency: Experience using Oracle and Salesforce. Proficiency in Microsoft Office 365 suite, particularly Outlook and Teams.

• Team Collaboration: Ability to establish strong external and internal business relationships and work effectively as part of a team.

Nice to Haves:

• Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering.

• Knowledge of process improvement and lean manufacturing concepts.

• Good organizational and time management skills.

• Adaptability and ability to quickly learn new systems.

• Thrives in ambiguous situations.

This job description outlines the primary duties and requirements of the position but is not an exhaustive list of responsibilities. Other tasks may be assigned as necessary to meet business needs.

Salary: The salary range for this position is $25 -$30 USD. The salary range may be higher or lower depending on the applicant's location. In addition to base salary, this position is eligible for a performance bonus. All eligible Team Members will be offered health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.

Why join us

• We are a global company, and our culture is defined byour Values - Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Check out this video! The Terex purpose.

• Safety is an absolute way of life. We expect all team members to prioritize safety and commit to Zero Harm.

• Our top priority is creating an inclusive environment where every team member feels safe, supported, and valued.

• We make a positive impact by providing innovative solutions, engaging our people, and operating in a sustainable way.

• We are committed to helping team members reach their full potential.

• Through innovation and collaboration, our vision remains forward-looking, and we aim to be a catalyst for change, inspiring others tobuild a better world for generations.

• We offer competitive salaries, health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.

• For more information on why Terex is a great place to work click on the link - Careers | Terex Corporate

If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

About Terex:

Terex Corporation is a global leader in specialized equipment solutions, serving essential sectors such as emergency services, waste and recycling, utilities, and construction. Our diversified portfolio positions us in resilient, high-demand markets with strong long-term growth potential.

We design and manufacture advanced specialty vehicles-including fire, ambulance, and recreational vehicles-alongside waste collection vehicles, materials processing machinery, mobile elevating work platforms, and equipment for the electric utility industry. Through our global dealer, parts and service network and true value-creating digital solutions, we deliver best-in-class lifecycle support, helping customers maximize return on investment.

With a strong manufacturing footprint in the United States and operations across Europe, India, and Asia Pacific, Terex combines global reach with local expertise to capture opportunities worldwide. Our strategy is clear: exceed customer expectations, invest in innovation, leverage our diversified portfolio, and deliver consistent, profitable growth for our shareholders.

For more information, please visitwww.terex.com.

Additional Information:

We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact. We are committed to recruiting, engaging, developing, and retaining team members at all levels of our global workforce. Our culture is defined by our Terex Way Values - Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Our values are the driving force behind our commitment to maintain an inclusive, supportive, non-discriminatory, and safe workplace for all team members. To that end, we are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions.As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. If you are a qualified individual with a disability, including disabled veterans, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the recruiting department (person or department) atGlobaltalentacquisitions@terex.com.

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.