Customer Service Parts Specialist

Description

About the Company: 

 LEEBOY Inc., part of the FAYAT Group, is a global leader in the production of commercial asphalt pavers and road maintenance equipment. With more than 60 years of industry expertise, we deliver reliable, high-quality machinery that supports road construction professionals worldwide. We value integrity, innovation, and agility, and we recognize our employees as our most important asset. Our commitment to excellence continues to strengthen the trust placed in our products and our brand.

About the Job: 

Summary:

The Customer Service Parts Specialist is responsible for providing exceptional support to customers, dealers, and internal teams by processing parts inquiries, identifying replacement parts, resolving customer concerns, and ensuring timely order fulfillment. This position serves as a key liaison between customers, Parts Sales, Technical Service, Distribution, and Operations to deliver accurate and efficient service while supporting aftermarket parts sales and customer satisfaction.

Essential Duties and Responsibilities

• Serve as a primary point of contact for customers and dealers regarding parts inquiries, availability, pricing, and order status.
• Assist customers in identifying correct replacement parts using parts catalogs, technical documentation, and internal systems.
• Process parts orders accurately and efficiently through company ERP and order management systems.
• Respond to customer requests via phone, email, and other communication channels in a professional and timely manner.
• Investigate and resolve customer concerns related to parts orders, shipments, pricing, and product availability.
• Coordinate with Distribution, Purchasing, Technical Service, and Sales teams to ensure prompt order fulfillment and issue resolution.
• Review and monitor open orders, backorders, and shipment statuses to provide proactive customer communication.
• Assist customers and dealers with warranty-related parts inquiries and replacement part requests.
• Promote aftermarket parts sales, product upgrades, service kits, and other value-added solutions when appropriate.
• Maintain accurate customer records, order documentation, and communication logs.
• Support inventory inquiries and assist with identifying alternate or superseded part numbers.
• Stay informed on product updates, parts changes, and new equipment releases.
• Contribute to continuous improvement efforts focused on customer satisfaction and process efficiency.
• Perform other duties as assigned.

Requirements

Education and Experience

Required

• Customer Service, Supply Chain, Automotive Technology, Heavy Equipment Technology, or a related field; or equivalent combination of education and experience.
• Minimum of one (1) year of experience in customer service, parts sales, order processing, dealership operations, or a related field.
• Experience working with customers in a fast-paced environment.

Preferred

• Experience supporting heavy equipment, construction equipment, road construction equipment, agricultural equipment, or industrial products.
• Parts counter, dealership, aftermarket, or OEM parts experience.
• Experience using ERP systems and electronic parts catalogs.
• Working knowledge of inventory management and order fulfillment processes.

 Qualifications

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Customer Service Skills

• Ability to professionally handle customer inquiries, concerns, and requests.
• Strong ability to build and maintain positive customer and dealer relationships.
• Ability to manage challenging situations while maintaining a customer-focused approach.

Communication Skills

• Excellent verbal and written communication skills.
• Ability to explain technical and product information clearly to customers and internal stakeholders.
• Strong listening skills and attention to customer needs.

Problem-Solving Skills

• Ability to identify issues, gather information, and provide timely solutions.
• Strong analytical and organizational skills with the ability to manage multiple priorities.

Technical Knowledge

• Understanding of parts identification, inventory processes, and order fulfillment procedures.
• Ability to read and utilize parts manuals, product catalogs, and technical documentation.
• Familiarity with heavy equipment or industrial machinery components preferred.

Computer Skills

• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
• Experience with ERP systems, customer service software, and electronic parts catalog systems.
• Ability to learn and effectively utilize company software and databases.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Frequently required to sit, communicate, and operate standard office equipment.
• Occasionally required to stand, walk, reach, bend, and lift or move items up to 25 pounds.
• Requires close vision and the ability to review detailed parts information and computer screens.

Work Environment

This position is primarily performed in an office or customer support environment with occasional interaction in warehouse or manufacturing areas. The noise level is generally moderate. Employees must comply with all safety requirements when entering operational areas.