Virtual Branch Support Associate

FleetPride is seeking a results-driven Virtual Branch Support Associate to help grow our parts and service business. This role is responsible for both researching / procuring parts and delivering service writing to many different business units within FleetPride. The ideal candidate will bring strong FleetPride branch knowledge, including parts procurement, iSeries, Karmak, and service writing expertise. As a key member of the CEC Virtual Branch team, this individual will play a pivotal role in enhancing customer experience, optimizing order fulfillment, and strengthening collaboration between the field, service teams, and internal departments.

DUTIES & RESPONSIBILITIES

Customer Support & Sales Support

• Assist customers in identifying, sourcing, and purchasing heavy-duty parts via phone, email, or virtual channels.

• Recommend related products and provide accurate pricing, availability, and technical details.

• Ensure professional, timely, and high-quality customer interactions that drive satisfaction and loyalty.

Parts Sourcing & Inventory Coordination

• Locate and secure parts from warehouses, branches, or OEM dealers as needed.

• Manage special orders, returns, and warranty parts in compliance with company policy.

• Maintain organized, accurate records and ensure parts areas are clean and well-stocked.

Pricing, Quoting & Transaction Processing

• Generate quotes, invoices, and credits while maintaining price confidentiality.

• Process customer payments, charge accounts, and refunds per standard procedures.

• Uphold accuracy and efficiency across all sales and billing documentation.

• Service & Operations Coordination

• Work with service technicians to estimate, schedule and invoice repairs in a quick and efficient manner

• Coordinate service dispatch, purchase orders, and logistics to ensure timely service completion.

• Track work progress, communicate updates internally and externally, and control related costs.

Continuous Improvement & Knowlege Development

• Review catalogs, price sheets, and bulletins to stay current on products and processes.

• Participate in training, team meetings, and process improvement initiatives.

• Proactively identify opportunities to improve efficiency and service quality.

Additional Responsibilities

• Perform other duties as assigned.

EDUCATION & TRAINING

· Bachelor’s Degree or high school diploma or equivalent with an additional 3 years of relevant professional experience

KNOWLEDGE & EXPERIENCE

• Education: High School Diploma, GED, or equivalent.

• Technical Proficiency: Intermediate knowledge of Microsoft Excel, Word, and Outlook; experience using Karmak and iSeries systems.

SKILLS & ABILITIES

• Active Listening: Fully attentive to others’ input; seeks understanding before responding.

• Communication: Clearly and effectively convey information to customers and team members.

• Time Management: Prioritizes tasks efficiently to meet deadlines and service expectations.

• Persuasion: Influences and builds alignment toward shared goals and solutions.

• Service Orientation: Proactively identifies and fulfills internal and external customer needs.

WORK ENVIRONMENT

• Our corporate office follows a hybrid work structure. Monday-Thursday in office.

• The primary environment is characterized by ambient room temperatures, lighting, and traditional office equipment found in a typical office environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reaching above shoulder heights, below the waist or lifting as required filing documents and storing materials.

• Dexterity of hands and fingers