Service / Warranty Parts Counter

WHO WE ARE

Dejana Truck & Utility Equipment is a division of Douglas Dynamics, North America’s premier manufacturer and up-fitter of work truck attachments and equipment. Our belief is that our employees and culture are just as important to the company as serving our customers. We place a high value on building a team and working environment where individuals can succeed professionally and personally. As a team member at Douglas Dynamics, you can expect to make a difference through your work, to have a direct impact on the achievement of a very meaningful mission to serve our customers, to advance your career, and to have room for fun and fulfillment in your daily life.

Our focus on integrity, teamwork, and high performance creates an ideal work environment for every one of our employees. We offer competitive salaries, benefits, and opportunities for personal and professional growth. Discover our opportunities and come see all the ways you can do more at Douglas Dynamics.

We would love to have you join our team, where we offer top notch benefits, multiple avenues for advancement and a great working environment.

HOW YOU WILL CONTRIBUTE

The Customer Service Representative is responsible for providing professional customer support, processing sales orders, creating purchase orders, assisting walk-in and phone customers, and supporting daily parts showroom operations. This position requires strong communication skills, computer skills, attention to detail, and the ability to work as part of a team in a fast-paced environment.

The CSR will handle customer calls from across the Northeast and other regions, assist with parts orders, support showroom stock needs, and ensure customer requests are processed accurately and efficiently.

• Answer incoming customer phone calls in a professional, timely, and helpful manner.
• Assist customers with parts inquiries, order status, pricing, availability, shipping options, and general service-related questions.
• Handle customer calls from multiple regions, including the Northeast and customers outside of the local area.
• Create and process sales orders accurately in the company system.
• Create purchase orders against sales orders when parts need to be ordered for customer requests.
• Create purchase orders for stocking parts needed in the showroom.
• Assist with maintaining showroom inventory by identifying stock needs and supporting reorder processes.
• Bill out walk-in customers accurately and professionally.
• Assist walk-in customers with parts purchases, product questions, and order pickup.
• Process incoming online orders for customer pickup in store.
• Pick parts for online orders, walk-in orders, and customer pickup orders.
• Ship parts for sales orders when customers request shipping.
• Confirm customer shipping details, part numbers, quantities, and order information before processing.
• Communicate with vendors, purchasing, inventory, parts, service, and internal team members as needed.
• Follow up on open orders, backorders, purchase orders, and customer requests.
• Document order notes, customer communication, and updates clearly in the system.
• Support returns, warranty requests, order changes, and customer service issues as needed.
• Maintain a clean, organized, and professional parts counter and showroom area.
• Work as a team player and support coworkers, other departments, and company locations when needed.
• Escalate customer concerns or issues to management when appropriate. Follow company policies, procedures, and internal processes related to order entry, billing, shipping, and customer communication.
• Provide reliable, professional, and accurate support to customers and internal departments. This position plays an important role in customer satisfaction, parts order accuracy, showroom inventory support, and overall department efficiency.
• Be dependable and committed to keeping customer orders, purchase orders, billing, shipping, and showroom parts processes moving smoothly.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

WHAT WE OFFER YOU

• Compensation: $22.00 – $30.00 per hour.
  • Actual compensation will be based on a variety of factors, including experience and qualifications.
• A fulfilling career with the ability to contribute to an Industry leader.
• A comprehensive suite of benefits.
• Competitive salary commensurate with experience.
• A generous 401k match.
• Profit sharing for all full-t