NFI Parts Inc

Customer Support

• Provide customer analytics on revenue performance to budget/forecasts and program revenue to CSM to assist in adjusting revenue strategies for team sales growth.
• Report and recommend strategies on Profitability files and ensure details are provided to CSM and Metro - Urban Specialist (as applicable) for review. IE: Kinetik/alternate opportunities by customer.
• Provide reports to identify cross reference opportunities for execution with CS team based on customer strategy.
• Provide reports to identify Kinetik, Alternate and SVP opportunities and share with team to execute on customer strategy.
• Provide analytics to CSD for regular meetings with the team TSR to establish and maintain an effective customer strategy and visiting schedules.
• Create and update customer scorecard data templates along with the creation of additional KPI’s beneficial to the team to better understand customer behaviors and philosophies also in preparation for customer visits.
• Update all data on weekly revenue information and quarterly reporting requirements for presentation.
• Provide weekly/monthly reports for teams to review and evaluate contract/quote awards and losses to CSM and Metro/ Urban Specialist.
• Provide analytics with recommendations to CS team (Manager/CSR & Contract/Metro/Urban Specialists) in determining contract performance for sell through, margins and supersessions.
• Develop requested KPI data and reports for the customer teams.
• Develop and create Customer Presentations as required for customer meetings and customer visits, including New Customer Presentations, Parts Provisioning, Scorecards.
• Provide CSM and Metro/Urban specialists with monthly high-level RMA report with summary on RMA’s under $500 (e.g. order being split, courtesy return with no restocking fees).
• Participate in rotation of various reporting duties within Analyst group.
• Meet with Analyst group on Monthly basis to ensure common activities are monitored and maintained as well as sharing of information for unique reporting/tasks by team segment for awareness.
• Support teams in major projects or programs as needed.

Customer Service Analyst

• The Customer Service Representative (CSR) will perform all the daily transactional activities required for the customer (Customer quotations, simple contracts, product returns and technical requests), as well as provide input and feedback to customer strategies, revenue/margin budgets and other customer/team related initiatives.
• 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. Establish specific customer targets and actions with the customer team and ensure support from CSM and TSR. Quarterly review with the CSM on all customer related initiatives. Monthly review and update of Profitability Files.
• Provide pricing and availability on all daily quotes. Metro CSR's will execute contracts received from customers. All other CSRs will collaborate with Contracts Specialist who will execute customer contracts.
• Provide customer support when a Coach Down situation is identified; ensure parts are expedited and that all avenues are explored so that the customer receives parts as soon as possible.
• Provide customer with technical assistance as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts).
• 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; expediting orders with purchasing/manufacturing that are past due.
• Reconcile all sales order discrepancies with customer such as price discrepancy, incorrect quantity, lead time, etc.
• Negotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMA’s that are past due.
• Work with Traffic department on delivery issues with customers. If proof-of-delivery required use online tracking or carrier tracking system.
• Creating and monitoring until final approval New Load Requests, Data Change Requests and Pricing Requests.
• Metro CSR to review contract language and requirements in collaboration with the Metro Specialist/CSM, create bid worksheet, outlining all bid requirements including terms and conditions, bid submission requirements (due date, copies, how to bind, etc.). All other CSRs to review contract requirements in collaboration with the Contract Specialist. All CSRs will obtain pre-approval from CSM and get required approvals on bids from CSM/CSD, VP or President.
• Metro CSRs to coordinate insurance and bid bonds for customer RFP’s when required. All other CSRs will execute in collaboration with the Contracts Specialist.
• Metro CSRs to monitor and manage customer contract items and escalations in conjunction with Metro Specialist/CSMs.
• Metro CSRs to collaborate with Business Development on complex bids.
• 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.
• Proactive selling of all products, from knowledge obtained from customers and the transit industry.
• Participate in major projects or programs in collaboration with the Contracts/Program Specialist, as required.
• Assist Accounts Receivable with collections when required.
• Request additional reports from Analyst as required.
• Review/create Contact Reports identify action items and coordinate any tactical responses required.
• Attend tradeshows as required.
• 10% travel required.

Customer Service Representative

Product Manager

• NFI Parts™ is North America’s most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. NFI Parts is the parts division of NFI Group, providing replacement parts for New Flyer® transit buses, MCI® motor coaches, ADL buses, ARBOC® vehicles, as well as the product lines for the acquired NABI and Orion parts businesses. Additionally, NFI Parts has extensive cross references for parts that are common with other bus, coach, and cutaway product lines and has a mature supply base and established relationships with over 1,000 suppliers. Further information is available at www.nfi.parts.com.
• The Product Development Manager is responsible for leading new product development, product line management, and private label branding to drive business growth. This role identifies & evaluates new business markets, technologies, opportunities and then executes by leading cross functional teams to enhance the company’s competitive advantage & grow revenue.
• Manage and Drive New Product Development, Product Line Management, and New Business Opportunities
• Develop and oversee the execution of the product line strategy to deliver a parts portfolio to service NFI’s customer base and maximize profits, including new product opportunities, enhancements, data management, & phasing out end-of-life products
• Manage & lead a team of Product Line Managers to drive strategy & execution
• Own and grow the NFI Parts Brands (Kinetik, SVP, OE); manage positioning, pricing, and profitability
• Mange cross-functional project teams and processes related to sales growth & product management initiatives
• Guide market analysis efforts to identify requirements for current & future programs, new business, and products supported by sales intelligence and other industry sources.
• Lead the preparation of business case data for opportunities related to new programs or product offerings, emerging market & technologies – Present recommendations for implementation to stakeholders
• Act as the subject matter expert to provide support for Marketing & Sales to deliver internal & external training, marketing collateral, launch materials, and other activities supporting a successful launch
• Serve as the primary conduit between Sales, Marketing, Engineering, Procurement, Inventory Planning, Pricing, and Operations on new business opportunities
• Monitor and present project status & milestones to multi-functional leadership groups to gain approvals to proceed, prioritize, & implement
• Track and report product & program performance metrics, including sales, margin, & market share
• Manage and oversee travel to trade shows, customer visits, and supplier engagements while personally traveling to attend key events/meetings to drive business growth & build relationships
• Establish key performance indicators (KPI’s), conduct employee performance reviews, own administrative & team management responsibilities to ensure efficient operations and team development.