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Aftermarket Customer Support Specialist

Company: Proterra
Location: Greenville
Posted on: June 8, 2021

Job Description:

Position Overview

This position will provide comprehensive aftermarket customer support to Proterra's Greenville Site Aftermarket Parts and Service Manager and other site leadership team members. You will be responsible for achieving sales goal by handling all inbound requests from customers, asking appropriate questions, understanding customer needs, recommending an appropriate product or solution and providing the highest level of customer service support to Customers.

About the Role - You will:

  • Order Management:
  • Process Customer Orders (via phone, email, ServiceMax), ensure orders are processed and shipped, and send daily shipping report to Customer Service team.
  • Ensure invoices are being sent in a timely manner, ensure requested parts are correct (consult with CSE / Technical documentation), and provide internal and external customers with order status and shipping information.
  • Perform routine reviews of Sales Order aging reports, initiate expedite actions as necessary, provide quotes as requested by the Customer and conduct routine follow up for approval.
  • Attend daily Field Service Call, provide status on part requests, maintain file system to track Customer correspondence and quote activity, and participate in routine reviews with Accounts Receivable to track Customer account status.
  • Gather and report metrics for Sales Order revenue and Sales order aging, identify negative trends, initiate actions to improve revenue and customer satisfaction.
  • Support MRB process by ensuring Customer returns are dispositioned promptly and appropriate credits issued.
  • Customer Support:
  • Make "Courtesy Call" to customers on a regular basis to maintain relationships and offer assistance; respond to customer request for information and submit/track requests; log and track issues per Customer.
  • Attend the following: Field Incident Reviews (to understand field issues with bus/charger), On-site Customer meetings, Off-site Industry and Customer events, reviews for new inventory additions per CCB, and Service Bulletin Fielding meetings.
  • Contribute to parts planning by forecasting sales, changes to recommend spare parts/tooling list and future inventory deployment needs; ensure effective participation of the escalation process to provide response to relevant issues on all orders.
  • Ensure proactive communications and partnership between customers, relevant business partners and Customer Service leadership regarding order issues and changes; demonstrate a passion for meeting customer needs and exceeding customer expectations.
  • Sales:
  • Develop new strategies, ideas to retain, grow aftermarket parts business; identify customers not purchasing product and connect with customers to earn/retain their business.
  • Monitor selling price for parts and recommend adjustments based on market and customer input.
  • Contract Deliverable s:
  • Develop and maintain tracking report for Customer Service deliverable s for new Customer contracts; follow-up with action owners to ensure deliverable s are met.
  • Responsible to ensure that Recommended Spare Parts List and tooling lists are delivered to CPM's for new contracts; follow-up with Customers to determine status.
  • Ensure proper invoicing of Spare Parts and tooling is performed per contract; ensure that new Customers are setup in ServiceMax and Oracle.

About Our Group:

  • As strategic partners, the Customer Service team strives to ensure that our values, culture and engagement always allow us do great things for our company.
  • We strive to provide the highest level service and support to our clients each and every day.
  • We work collaboratively to build strong relationships with our clients, partners, and own team.
  • We treat each other with respectand always try to have a little fun every day!
  • This position will be part of the Greenville based Customer Service team that supports Proterra's Manufacturing and Engineering operations in Greenville, SC.
  • You will report to the Site Aftermarket Parts and Service Manager and collaborate with other Customer Service team members located at our headquarters in Burlingame, CA and other manufacturing facility in Los Angeles, CA.

About You:

  • Self-starter with the ability to adapt interpersonal styles and techniques to influence at all levels of the organization.
  • Customer-focused attitude, with high level of professionalism, discretion, and sense of urgency.
  • Ability to maintain strict confidentiality, establish trust and credibility, and act with complete integrity.
  • Detail-oriented, resourceful and diligent.
  • Strong time management and organizational skills.
  • Sound judgment and problem-solving skills.
  • Excellent English communication skills.

Your Experience Includes:

  • 3+ years' experience in a related field
  • Familiarity with Supply Chain Management, Inventory Control and Materials Management techniques using industry accepted best practices.
  • Intermediate level proficiency computer skills (including MS Applications)

You might also have:

  • Associate's Degree in a related field
  • CPIM
  • Oracle

Location: Greenville, SC

Travel: Up to 30% travel local and out of state.


Proterra is an Equal Employment Opportunity Employer, providing equal employment opportunities to all Employees and applicants for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation or any other characteristic protected by applicable federal, state, or local law or ordinance. Proterra participates in the Electronic Employment Verification Program (E-Verify).

Keywords: Proterra, Greenville , Aftermarket Customer Support Specialist, Other , Greenville, South Carolina

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