Inbound Call Admin

Description

About M&D

For the past 80 years, M&D has led the aftermarket in remanufacturing innovation to address technological advancements and changing customer needs. In the past few decades, we have expanded beyond our remanufacturing roots to develop close (and sometimes exclusive) partnerships with the world’s leading OEMs and manufacturers.

Those partnerships with key suppliers like Bosch, Garrett, Federal Mogul, Cummins, Stanadyne, Holset, BorgWarner, Delphi, Yanmar, Mitsubishi, Denso and others have been critical in honing our remanufacturing capabilities and expanding our parts offering to include new, no core options in fuel injectors and fuel pumps, diesel engine cylinder heads, blocks, crankshafts and connecting rods. M&D also stocks a complete assortment of turbos (new and remanufactured), inframe overhaul kits, filtration and aftertreatment parts including DPFs, DOCs, EGRs, sensors and other engine parts.

Our strong remanufacturing roots combined with our 41 branch locations, a nationwide outside sales team of 25 and our close OEM & Manufacturer partnerships make us unique in the industry – no one understands diesel engine failure analysis and parts better than M&D. WE FUEL UPTIME.

Position Summary

as an Inbound Call Administrator, you'll play a key role in supporting our company's success by following proven systems and delivering exceptional customer service. In this fast-paced role, you’ll handle inbound calls with professionalism, follow procedures to ensure smooth operations, and have the opportunity to grow within our sales department. If you're detail-oriented, eager to learn, and thrive in a dynamic environment, we’d love to hear from you!

Essential Duties and Responsibilities:

• Create Netsuite Prospects for new inbound call customers
• Begin creating Estimates for the sales team to process
• Answer phones
• Check email
• Ensure Customer Records are accurate
• Assist with customer questions
• Provide excellent customer service
• Willingness to learn and grow within the company
• Meet or exceed key performance indicators
• Work the 5p - 6p shifts in rotation with other upper level sales staff
• Transfer calls to a Tech or the parts department based on customer needs
• Follow the HHP system and report any problems to management immediately

Requirements

Minimum Qualifications (Knowledge, Skills, and Abilities):

• Knowledge of Microsoft Office programs
• Knowledge of typing, grammar, and basic written/verbal communication skills
• Knowledge of basic customer service principles

Key Competencies and Standards

• Attention to detail and accuracy
• Organizational skills
• Information management
• Problem analysis and problem solving skills
• Teamwork
• Adaptability
• Persuasiveness
• Competitive
• Stress tolerance
• Goal driven
• Eager to learn

General Standards

• Perform all work to company policies, procedures and system standards to meet the company's strategic objective.
• Follow dress code at all times per company policy
• Be proficient in Job Tasks as well as Engine Training.
• Maintain a positive and motivating attitude per company policy.
• Manage attendance per company policy.

Physical Demands and Work Environment

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

• Prolonged periods of sitting
• Office environment.
• Perform work at a workstation by Computer and Telephone.
• Cubicle environment with exposure to noise throughout the shift.
• Typing and entering data
• Inbound and Outbound Calling
• Ability to lift up to 15 pounds

M&D provides equal employment opportunity to all qualified applicants and employees without regard to race, color, sex, religion, national origin, age, sexual orientation, gender identity, marital status, familial status, disability, military status, and genetic information.

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