Customer Service Spec II

Job Title

Responsibilities

Shipping & Documentation:

• Verify correct parts are packed per ERP-released orders.
• Generate and process all required shipping documents from multiple ERP systems.
• Ensure compliance with country-specific shipping requirements, including:
• Country of Origin documentation
• Tariff codes and Incoterms
• Trade Agreement shipping data
• Certificates from local Chambers of Commerce
• Bill of Ladings and Shipping Letters of Instruction
• Freight forwarder documentation and tracking

Technical Parts Support:

• Maintain a high level of responsiveness to dealer/customer technical parts inquiries.
• Provide technical support for all North American stock, Critical Care, and Crane Down parts orders.
• Identify parts at inbound and outbound stages for conformance to fit, form, and function.
• Determine and complete stamping or specification requirements per instructions.

Adherence to Parts & Service Policies

Meet Training and Education Goals

Proactive Quality and Grief Follow Up

Take and Submit Photos of Packed Parts as Required

Measure Parts for Verification and Documentation

Track Freight and Report Claims Both Internally and Externally

Communicate with Country Organizations Primarily via E-Mail to Coordinate Shipping Methods and Documentation

Required Skills/Abilities:

• Strong technical aptitude for interpreting engineering documentation.
• Ability to manage and prioritize Critical Care and Crane Down orders.
• Excellent communication and customer service skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience in international shipping and logistics, preferably in a warehouse environment.
• Strong understanding of ERP systems (Baan and SAP) and shipping documentation process.
• Technical aptitude for identifying and verifying parts.
• Excellent organizational skills.
• Attention to detail.

Behavioral Competencies:

• Customer Focus: Demonstrates a commitment to understanding and meeting customer needs.
• Attention to Detail: Ensures accuracy in parts identification and order processing.
• Adaptability: Responds effectively to changing priorities and urgent requests.
• Teamwork: Collaborates effectively with internal teams and external partners.
• Accountability: Takes ownership of tasks and follows through on commitments.
• Communication: Clearly conveys information and actively listens to others.

Required Education and Experience:

• High school diploma or equivalent.
• Minimum of 3 years of experience in parts support, technical service, or a related field.
• Experience working with ERP systems in a manufacturing or service environment.

Preferred Education and Experience:

• Associate's or Technical Degree in a Business or Technical Field
• OR 4-5 years of experience
• Experience in: Product or customer support role, working with OEMs and/or distribution, heavy-equipment
• Prior experience with heavy equipment parts support
• Multilingual capabilities, especially German, are a plus.

Physical Requirements:

• Sitting and Computer Use: Ability to sit for extended periods while working at a computer or participating in virtual meetings.
• Mobility: Ability to move freely throughout the office and occasionally access the manufacturing floor or service areas.
• Lifting and Carrying: Occasionally lift and carry items such as technical manuals, tools, or equipment up to 30 pounds.
• Standing and Walking: Periods of standing or walking during inspections, site visits, or meetings in production areas.
• Climbing and Bending: Occasional need to climb stairs, bend, or kneel when inspecting equipment or accessing technical components.
• PPE Compliance: Ability to wear required personal protective equipment (PPE) such as safety glasses, hard hats, and steel-toed shoes when entering production or service areas.

Health and Safety:

As part of our commitment to maintaining a safe and compliant work environment, the successful candidate will be expected to:

• Maintain a Safe Workspace: Ensure workstations are ergonomically set up and free from trip hazards, clutter, or unsafe electrical setups.
• Adhere to Safety Policies: Follow all company health and safety policies, including emergency evacuation procedures, visitor protocols, and reporting requirements.
• Participate in Safety Training: Attend required safety briefings, ergonomic assessments, and emergency preparedness drills.
• Promote a Safety-First Culture: Encourage open communication about safety concerns and actively support initiatives that enhance workplace well-being.
• Report Hazards Promptly: Identify and report any unsafe conditions or incidents in the office or adjacent production areas.
• Coordinate with Production Areas: When entering manufacturing zones, comply with PPE requirements and safety signage, and follow escort protocols if not authorized for independent access.
• Support Mental and Physical Wellness: Utilize available wellness resources and promote a balanced, health-conscious work environment.
• Collaborate with Safety Teams: Work with the Environmental Health & Safety (EHS) team to ensure compliance with OSHA and internal safety standards.

Work Environment:

• Warehouse Floor Exposure: Will be working on the warehouse floor
• Exposure to moderate noise, dust, and moving machinery.
• Personal Protective Equipment (PPE) such as composite and steel-toed shoes must be worn as required.
• Awareness of forklift traffic, overhead cranes, and other industrial equipment is essential.
• Collaborative Environment: Regular interaction with cross-functional teams including engineering, production, and customer service.
• Safety-Focused Culture: All employees are expected to follow safety protocols and participate in ongoing safety training.
• Travel Requirements: This position may require up to 5% travel, including visits to customer sites, service locations, or other company facilities. Travel may involve overnight stays and should be planned in coordination with the department manager.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The Manitowoc Company, Inc. is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.