New 
Spare Parts Order Processor
 BAUER COMPRESSORS, INC. | |
 United States, Virginia, Norfolk | |
| 1328 Azalea Garden Road (Show on map) | |
 Apr 28, 2025 | |
|
POSITION SUMMARY
The Spare Parts Order Processor plays a key role in delivering exceptional customer service to both internal and external clients. This position is responsible for responding to customer inquiries via phone and email (Zendesk), and for accurately processing customer quotes and purchase orders for the Parts Sales Department. The role requires strong attention to detail, effective communication skills, and a commitment to customer satisfaction. The Spare Parts Order Processor reports directly to the Spare Parts Call Center Manager. JOB FUNCTIONS Include the following, but other duties may apply: * Maintain regular and reliable in-person attendance. * Answer inbound phone calls for the Parts Sales team and create or update customer support tickets. * Enter customer quotes and purchase orders for the Parts Sales department into Made2Manage (M2M) ERP system. * Input complete customer and order information into Made2Manage (M2M), including billing and shipping details, purchased items, etc. * Process non-standard parts orders and collaborate with Purchasing or other departments to ensure order fulfillment. * Release approved parts orders to the storeroom for shipment. * Monitor personal order backlog and expedite internally with Small Parts Shipping (SPS) and Purchasing departments to ensure accuracy and on-time delivery. * Prepare and issue required export documentation (Commercial Invoices and Packing Lists) for international orders as needed, including providing backup support when team members are unavailable. * Process shipping labels for DHL (and FedEx/UPS as needed) for own orders and as a backup for absent team members. * Process Bills of Lading (BOL) for Less Than Truckload (LTL) shipments and schedule carrier pickups for own orders and as a backup for absent team members. * Create backorder shippers for own orders and as a backup for absent team members. * Securely and confidentially process credit card transactions for parts orders. * Process quotes and orders for U.S. Government customers in accordance with required specifications and compliance standards. * Professionally handle minor order discrepancies, document in Asana, and follow up through resolution. * Complete tasks and projects assigned by the department manager. * Collaborate with the department manager to develop and enhance reporting tools in Made2Manage (M2M) and Domo for improved expediting and backlog (open orders) management. * Provide frequent reports and updates to the department manager, including but not limited to current Backlog, High priority orders etc. * Identify and support continuous improvement of processes related to Parts Sales to increase overall efficiency. * Consistently meet or exceed monthly individual KPIs as defined by the department manager. * Develop and maintain an in-depth understanding of part identification to effectively support customers in locating required components. * Acquire and sustain an active understanding of BAUER products to effectively upsell and cross-sell parts. Stay current on product features, benefits, and applications to offer tailored customer solutions. ESSENTIAL SKILLS AND EXPERIENCE To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. * High school diploma or equivalent. * Minimum of two (2) years of customer service or order entry experience. * Excellent verbal and written communication skills. * Solid technical and computer skills in a Windows environment including Microsoft Office (Outlook, Word and Excel). * Strong ability to type efficiently and accurately. * Demonstrated ability to work under deadline situations and flexibility in a fast-paced environment with changing priorities. * Sense of urgency with strong attention to detail. * Must be detail oriented and able to multitask and prioritize demands. * Self-starter with the ability to resolve issues and research solutions. * Ability to work under pressure and independently with minimal supervision. * Ability to communicate information clearly and effectively to customers (internal and external). * Ability to learn Made2Manage (M2M), Zendesk and Asana software, instructions and procedures. * Customer-focused attitude and professionalism to ensure world class Customer Support performance to BCI internal and external customers. | |