Manage incoming customer requests for all IWK equipment, including parts clarification and request routing to the proper personnel
Responds to customer inquiries in a timely and professional manner (email, phone, customer portal, etc.)
Efficiently creates & communicates quotations in a timely manner
Efficiently processes orders & invoices (within CRM/ERP & online via customer portals) as well returns/warranties
Gathers customer information for submission into online systems and initial customer account set up
Assist the parts warehouse and/or IWK factories with supporting orders, deliveries
Communicates with customers status changes for their orders that may impact expected and requested delivery dates as necessary
Works with other departments (field service, accounting, sales, etc.)
Support department to achieve specified departmental sales targets
Assist with the collection of outstanding invoices as assigned
Other department and company tasks as assigned

3-5 years in a customer support role (preferably business to business)
Computer literacy including knowledge of ERP systems, CRM, MS Office, and ability to learn new software as required
Fundamental understanding of international currencies and exchange rates as they relate to sales transactions
Strong customer relationship skills
Ability to multitask, prioritize, and make timely efficient decisions with little or no supervision
Must have high ethical standards, operate well in a fast-paced environment and be hard working

Customer Support Parts Agent

Key skills