Customer Service Spec II

Responsibilities

Shipping & Documentation:

• Verify correct parts are packed per ERP-released orders.
• Generate and process all required shipping documents from multiple ERP systems.
• Ensure compliance with country-specific shipping requirements, including:
  • Country of Origin documentation
  • Tariff codes and Incoterms
  • Trade Agreement shipping data
  • Certificates from local Chambers of Commerce
  • Bill of Ladings and Shipping Letters of Instruction
  • Freight forwarder documentation and tracking

Technical Parts Support:

• Maintain a high level of responsiveness to dealer/customer technical parts inquiries.
• Provide technical support for all North American stock, Critical Care, and Crane Down parts orders.
• Identify parts at inbound and outbound stages for conformance to fit, form, and function.
• Determine and complete stamping or specification requirements per instructions.

Adherence to Parts & Service policies

Meet training and education goals

Proactive Quality and Grief follow up

Take and submit photos of packed parts as required

Measure parts for verification and documentation

Track freight and report claims both internally and externally

Communicate with country organizations primarily via E-Mail to coordinate shipping methods and documentation

Required Skills/Abilities: 

• Strong technical aptitude for interpreting engineering documentation.
• Ability to manage and prioritize Critical Care and Crane Down orders.
• Excellent communication and customer service skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience in international shipping and logistics, preferably in a warehouse environment.
• Strong understanding of ERP systems (Baan and SAP) and shipping documentation process.
• Technical aptitude for identifying and verifying parts.
• Excellent organizational skills.
• Attention to detail.

Behavioral Competencies:

• Customer Focus: Demonstrates a commitment to understanding and meeting customer needs.
• Attention to Detail: Ensures accuracy in parts identification and order processing.
• Adaptability: Responds effectively to changing priorities and urgent requests.
• Teamwork: Collaborates effectively with internal teams and external partners.
• Accountability: Takes ownership of tasks and follows through on commitments.
• Communication: Clearly conveys information and actively listens to others.

Required Education and Experience:

• High school diploma or equivalent.
• Minimum of 3 years of experience in parts support, technical service, or a related field.
• Experience working with ERP systems in a manufacturing or service environment.

Preferred Education and Experience

• Associate’s or Technical Degree in a Business or Technical Field 
• OR 4-5 years of experience 
• Experience in: Product or customer support role, working with OEMs and/or distribution, heavy-equipment 
• Prior experience with heavy equipment parts support
• Multilingual capabilities, especially German, are a plus.

Physical Requirements: 

• Sitting and Computer Use: Ability to sit for extended periods while working at a computer or particip