NFI Parts Inc

Customer Support

• Communicate with customers on all required correspondence on quotes, purchase orders, contracts, RMA, and technical request.
• Develop and recommend customer sales and margin strategies that encompass our business goals and objectives such as offering alternate products to customer (if applicable), and request for cross reference information.
• Provide pricing and availability on all daily quotes.
• Provide customer support when a Coach Down situation is identified; ensure parts are expedited.
• Obtain daily quote and contract approvals and award information from customers.
• Review open sales order reports weekly and review upcoming orders and all past due orders.
• Negotiate, enter, and coordinate returns of parts as requested by customers.
• Work with Traffic department on delivery issues with customers.
• Responsible for reviewing contract language and requirements in collaboration with the Metro Specialist/CSM.
• Collaborate with Business Development on complex bids.
• Proactive selling of all products.
• Participate in major projects or programs in collaboration with the Contracts/Program Specialist.

Customer Service Representative

Account Executive

• Work with the assigned Customer Service (CS) team to create and implement unique customer strategies that will promote business development opportunities and support business objectives.
• Gather competitor cross reference information at customer sites and update tracking sheets.
• Review report provided by Analyst team for Kinetik, Alternate and SVP opportunities at customer sites. Review strategy with Team during team strategy meetings and plan items for approvals at customer site visit/meeting.
• Provide market Intel on business development opportunities to the assigned Customer Service Manager (CSM) and Territory Sales Rep Manager (TSM).
• Plan, collaborate and meet regularly with the CSM/TSM to establish and maintain an effective customer strategy and visiting schedules, with analytics/recommendations from Analyst, ensuring updated travel logs and calendars. Develop deliverables for customer site visit/meeting to team and review to ensure all agenda items are covered.
• Set up and conduct a pre-visit call/meeting with the assigned CS team to review any open issues, final expectations, deliverables worksheet for presentation on Customer visits. Outlining strategy, scorecards and products/alternates that will be promoted. Coordinate new customer strategy and Bus contract requirements as required.
• Set up and conduct a post-visit call/meeting with the assigned CS team to review information gathered through calls, emails and customer visits.
• Execute regular customer visits/meetings and contact calls to assess customer performance and obtain fleet, inventory, funding or specific issues/ information.
• Attend and oversee bid openings, major product installations and testing at customer sites as requested.
• Compile and execute the delivery of the RSL when required in collaboration with the team CSR and Specialist for execution.
• Provide new customer presentations including customer training in use of Parts Manuals, Recommended Stock Lists and other parts related corporate literature or communications as requested.
• Request daily quote, cross reference information and contract award results during customer visits.
• Complete and submit sales call reports to communicate customer visiting results and identify visit actions and follow-up requirements including those gained while conducting customer cold calls.
• Attend trade shows as required.
• Identify and communicate to the team Specialist and assigned CSR any field issues and potential opportunities to other NF departments, including Service and Bus Sales.
• For remote TSR's - visit Team Office as required to better understand team strategy and promote team development as requested.
• Proactive selling and promotion of products, from knowledge obtained from customers, Business Development and the transit industry. Log/update program tracking log and profitability logs.
• Work directly with the customer to gather and understand their business objectives, funding and operating budgets, buying trends and item usage to be able to support internal stocking strategies and inventory planning by customer. Co-ordinate all findings with assigned CS team. Update applicable log for tracking (program, profitability, customer profile, etc).

Territory Sales Representative

• **WHAT YOU WILL DO:**
• · Lead/manage in all major projects or programs in collaboration with the Manager and customer CSR. Report/update Manager of milestones and progress.
• · Coordinate with Customer and Engineering to provide customer with technical assistance on escalated/complex issues as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts).
• · Attend team meetings as required to review customer analytics on revenue performance to budget and adjust strategy for sales growth, if necessary, in co-ordination with the Manager (CSM) and Director (CSD).
• · Lead specific customer targets and actions using the Profitability files and ensure proper guidance and growth plans with Customer Service Team. Maintain actions as needed.
• · Attend customer meetings; documenting notes, facilitating actionable items, assist in coordinating any tactical responses.
• · Update and maintain various logs for Metro Segment (i.e. Programs, Profitability, Customer Meetings, Internal Meetings, etc.)
• · Collaborate with TSR on report provided by Analyst team for Kinetik, Alternate and SVP opportunities at customer sites. Review strategy with Team during team strategy meetings and plan items for approvals at customer site visit/meeting.
• · Participate in customer visits as required.
• · Support and attend pre-and post-meetings for customer visits with CSR and TSR to review any open issues, expectations, actions and contact report.
• · Action reports & recommendations provided from Analysts to CSR, TSR, CSM as per team/segment strategies. (i.e. BD Action Log, Travel Deliverables, Scorecard, Alternates, etc.)
• · Collaborate with Business Development on complex bids as required when related to Projects/Retrofits.
• · Support aftermarket initiatives related to NYCT & MTA Bus Company bus build schedule and relevant contract deliverables as needed.
• · Supporting and/or assisting the Metro Specialist and CSR with general customer service tasks as needed, including providing vacation coverage.
• · Assess open workload with the Manager weekly.
• · Miscellaneous responsibilities as assigned by the Customer Service Manager.

Customer Service and Support Specialist

• Serve as the primary point of contact for customer inquiries related to pricing, product availability, orders, contracts, and returns.
• Build strong relationships with customers by understanding their operational needs, product usage, and purchasing trends.
• Assist with bids and proposals by reviewing requirements, gathering documentation, and coordinating internal approvals.
• Support ongoing contract management, including tracking contract items, profitability, and escalations.
• Provide basic technical assistance using product manuals, engineering drawings, and internal resources to help customers identify the correct parts or solutions.
• Recommend alternative or compatible products when appropriate.
• Monitor open orders and work with internal teams to resolve discrepancies, including pricing, quantities, lead times and delays.
• Coordinate key customer processes including quote preparation, returns, and required documentation.
• Maintain accurate customer, product, and pricing information in the ERP system by completing data updates and supporting system requests.
• Drive continuous improvement efforts to enhance customer experience, streamline processes, and support business goals.
• Attend tradeshows as required.
• 10% travel required.

Customer Service Representative

Territory Sales Representative

Customer Service and Support Specialist

Customer Service Representative – Metro