Service Writer

Equipment Parts Customer Service Representative

The Equipment Parts Customer Service Representative provides guidance on replacement parts, maintenance and repair of Outdoor Power Equipment, to help our customers keep critical machines running and ensure they can complete their landscape jobs. They demonstrate exceptional customer service and proactive communication, and always radiate a positive attitude.

Responsibilities:

• Eagerly greets walk-in and phone customers, listens to understand their equipment needs and challenges, and recommends courses of action.
• Drives the entire parts and service sale from visual assessment of the equipment, to preparing estimates and receiving authorization, to communicating diagnosis and service status updates, to completing payment transactions and helping customers load materials they have purchased.
• Treats customers as business partners, by recommending replacement parts and preventative maintenance to keep their equipment operating efficiently, and informing and assisting them with financing opportunities.
• Handles customer equipment issues with urgency by preparing service orders and ordering parts prior to diagnosis, if possible.
• Makes periodic parts sales calls with Business Development Representatives (BDRs), to establish relationships with large landscaping companies who have mechanics on staff.
• Communicates daily with Equipment Service Tech and Sales Center Manager regarding the Service Center schedule, work to be performed, parts to be ordered, and status updates to customers.
• Maintains all parts and service paperwork, including estimates, warranty claims, customer authorizations, service orders, logs for work performed, and equipment registrations for warranty purposes.
• Responsibly manages parts inventory by monitoring and controlling stockouts, minimizing excess inventory, and maintaining clean, well-organized, well-stocked parts displays that meet customer demand.
• Performs other duties as assigned.

Requirements:

• Strong customer-service attitude.
• Self-motivated and detail-oriented personality.
• Thrives in a fast-paced environment focused on serving business owners with urgent needs.
• A cooperative, dependable team player.
• Good computer and record-keeping skills, and aptitude to learn ever-evolving systems, programs, handheld technology and processes.
• Understands information and communicates clearly through spoken and written words, asks questions as appropriate, and thinks critically to identify solutions to problems.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to write routine reports and correspondence, and to speak effectively before groups of customers or employees.
• Ability to perform business math (percentages, ratios, discounts, interest, etc.); define problems; collect data; establish facts; and draw valid conclusions.
• Ability to frequently lift and move items that weigh up to 20 pounds and occasionally up to 75 pounds.
• Bilingual (English/Spanish).
• Must be 18 years of age or older to apply.

Preferred:

• High school diploma or GED.
• Some knowledge of outdoor power equipment or experience in maintenance, repair and operating (MRO) supplies, ag supply, farm supply or other related customer service roles.
• Wholesale / business-to-business distribution experience is helpful.

Horizon Distributors, Inc. / POOLCORP is a drug-free company. Horizon Distributors, Inc. / POOLCORP is an Equal Opportunity Employer – By Choice. The Company understands, respects, and values diversity – unique styles, experiences, identities, ideas, and opinions – while striving to be inclusive of all people. This commitment is critical to our success as a global company as we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Hiring and promotional decisions are based solely on the qualifications required for the job to be filled. This position is considered "safety-sensitive" and includes tasks or duties which could affect the safety and health of the employee performing the tasks or others.