Parts Sales Representative - Columbia/Okura

At Columbia we come to work every day driven by the belief that innovation can transform industries, empower communities, and create a more efficient, sustainable world.

With operations spanning five continents and a commitment to excellence in service and support, our purpose extends beyond engineering advanced equipment. We are pioneering innovation and paving a better tomorrow with factory automation solutions worldwide.

Summary:  Position serves our customer by providing technical phone support, processing part orders, and resolving customer issues. Leads parts sales and support activities for all Columbia/Okura service part business.  In addition to providing accurate and responsive service to customer inquiries and orders for service parts, this role includes promoting aftermarket service parts business (replacement and stocked spares), as well as promoting recommended “spare part kits” for new robot system sales.

Essential Duties and Responsibilities:

• Establishes and maintains selling prices by monitoring costs, competition, and supply and demand.

• Prepares parts orders by answering incoming calls, providing technical advice, preparing quotes, verifying that product specifications are correct, and working with engineering to clearly document the specifications/scope of the order. Generates spare parts bills of materials and facilitates returned material transactions as necessary.
• Resolves product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting the correction or adjustment, and following up to ensure resolution.
• Maintains customer records by utilizing Customer Relationship Management (CRM) (Sugar) database and updating account information. Communicates changes to accounting and others as needed.
• Prepares and analyzes part order trend reports to understand customer ordering patterns and/or to provide feedback to management and engineering regarding potential design issues.

• Minimizes cost of service to Columbia Okura and customer by working with engineering to develop manuals that enable the customer to properly service equipment, providing customer with a service plan, and explaining and demonstrating cost reductions realized through routine preventative maintenance. Ensures field service technicians have the parts to meet the customers need.
• Maintains favorable customer relations by educating customers regarding our systems and providing 24/7 phone support (on a rotational schedule). Clearly reviews expectations in regard to payment terms, finance charges, hourly rates, warranty policy, RMA policy, and notifying customer of pending credit related problems that may impede service.
• Local Travel up to 10%

• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies

• Continuously improves operating efficiencies by participating in cross-functional teams, eliminating non-value-added activities and documenting processes and procedures.

• Contributes to team effort by accomplishing other duties as assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, skills and/or abilities:

Knowledge-

Software

• Microsoft Office Suite (Word, Excel, PPt, Outlook)
• ERP (InforM3 preferred)
• Vault preferred
• CRM (Sugar preferred)

Skills

• Written and Oral Communication
• Multi-tasking skills
• Interpersonal