Customer Service & Parts Coordinator

About The Company

Since 1912, IMW Industries has manufactured industrial equipment known for its quality and reliability. Today, IMW is a leading supplier of Compressed Natural Gas (CNG) equipment for vehicle fueling and industrial applications. Our products include compressors, dispensers, storage systems, CNG parts and technical services. See www.imw.ca for additional information.

Position Overview

Works with international and domestic customers/representatives to generate aftermarket parts and service sales/ support in an efficient and professional manner. IMW philosophy is that the customer is king.

Duties & Responsibilities

• Processes quotations and sales orders in ERP system verifying price margins.
• Assists with pricing structures, market feedback and specific pricing strategies including compiling and updating competitor pricing information
• Ability to interpret and use equipment manuals.
• Handles warranty claims, non-conformance reports, and customer credit notes.
• Analyzes and interprets large data sets to support decision-making and reporting.
• Facilitates technical support and related aftermarket functions.
• Communicates in a timely manner on all inquiries, schedules and shipments including forwarding tracking numbers and then following up.
• Participates in the development and refinement of aftermarket process, functions and services. This includes analyzing key performance indicators or other measurables, tracking transactions, and trends.
• Works closely within the aftermarket department to maintain clear communications, a team atmosphere and maintain enthusiasm.
• Understands shipping requirements for each specific market including document requirements, importation rules, duty structures and other shipping logistics.
• Contributes to the development of IMW training programs, marketing literature, service bulletins, newsletters and work instructions.
• Completes all applicable quality records.
• Capable of handling and managing multiple tasks concurrently (emails, work orders, picklists).
• Builds relationships with current and new clients to effectively serve them with their aftermarket needs
• Proactively works with all IMW service centers to support their efforts in delivering services to the customers.
• Performs work in accordance with IMW documented policies and procedures.
  
  

Education

Qualifications

• Minimum of two years of formal post-secondary education in business administration or sales/ marketing.
  
  

Experience

• Minimum of two years of related experience, or equivalent combination of education and experience.
• Experience in ERP systems (preferably SAP) is an asset.
• Previous experience in spare parts sales and equipment manuals is an asset.
• Familiar with quotation and sales order creation process.
  
  

Physical

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.
• While performing the duties of this job, the employee is regularly required to stand; walk; sit; uses hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
  
  

Language

• Fluent in English with good interpersonal skills. Second language is not required but an asset. Ability to read and comprehend simple instructions, correspondences, and memos. Ability to effectively present information to customers, clients, and other employees of the organization.
• Proficient in reading and interpreting technical procedures and governmental regulations. Ability to write reports, business correspondence, and procedure manuals.
  
  

Computer Skills

• Proficient in Microsoft Word, Excel (pivot tables, VLOOKUP/XLOOKUP, data visualization) and Outlook
• Familiarity with ERP and PLM software such as SAP and Agile is an asset.
  
  

Other

MATHEMATICAL SKILLS

• Ability to calculate figures and amounts such as discounts, margins, interest, commissions, proportions, percentages, area, circumference, and volume.
  
  

ABILITY

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to work under pressure, multi-task and maintain a high level of professionalism. Must be organized, neat and be a team player.