Principal Supply Chain Planning Specialist
Northrop Grumman
ERP
Customer Support Specialist
Oshkosh Corporation
full-time
Posted on:
Origin: • 🇺🇸 United States • Pennsylvania
Visit company websiteSalary
💰 $50,400 - $77,200 per year
Job Level
JuniorMid-Level
Tech Stack
ERP
About the role
- Deliver "best in class" service to customers by promptly providing accurate responses to inquiries with a friendly, respectful, professional demeanor
- Stay up to date on equipment, models, and systems relevant to order management and product research
- Provide technical support and customer service with correct replacement part determination, price and availability
- Handle all aspects of customer orders including resolving discrepancies, preparing and processing quotes, invoices, purchase orders, returns and credits
- Troubleshoot customer transactions and shipping/receiving activities to accurately assess parts availability
- Resolve and defuse customer concerns effectively and courteously; document scenarios, follow-ups, and resolutions
- Enhance communication strategies to bolster parts sales, promote upselling, and aid development/maintenance/troubleshooting of programs and services
- Meet or exceed individual customer contact targets and support Departmental Key Performance Metrics
- Participate in departmental meetings, training opportunities, onboarding and continued education of team members
- Mentor less experienced team members and act as a role model and go-to person
- Support and respond to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, Aftermarket Sales and Service Managers and other internal departments
- Respond promptly and professionally to complex customer inquiries via phone, email, and chat
- Participate in continuous improvement efforts and related documentation
Requirements
- Bachelor’s degree in business administration, communication, marketing, or a related field OR equivalent combination of education and experience
- Two (2) or more years of relevant experience (or equivalent combination of education and experience)
- Strong ability to assist customers with a focus on enhancing their experience
- Enthusiastic and personable with adaptability to dynamic environments
- Basic proficiency in reading and applying engineering drawings and documents (e.g., JED system)
- Basic proficiency in reading and interpreting hydraulic and electrical schematics
- Previous experience in the automotive or heavy-duty equipment industry (preferred)
- Previous experience in a customer service-related field
- Basic proficiency in Microsoft Office applications
- ERP systems experience (XA) and experience with Edge systems (Salesforce, Online Express, etc.)
- Written and spoken communication skills
- Proficiency in a second language (Spanish, French, etc.) (preferred)
- Strong organizational skills with exceptional follow through and attention to detail
- Visual acuity to operate a computer and read documents and auditory ability for meetings
- Ability to sit for extended periods and use a computer and telephone
- May require U.S. Person status for positions needing access to controlled goods and technologies
