As a Senior Parts Order Analyst for the Product Support and Logistics Division you will be required to handle inquiries from North American dealers via phone and electronic communication (email, call tickets). These phone calls may be regarding parts order status, estimated ship dates, stock and emergency backorders including some critical machine down backorders as part of Morton Customers Services Call Center.
Successful candidates must be able to interpret order requirements, network availability, systems information and situations causing backorders in resolving parts order exceptions and communicating order status and solutions. This position also instructs dealer personnel on changes to distribution practices and policies while fielding and responding to questions and/or concerns related to order and operational activities within the Cat Parts Network.
The 2nd shift hours are 12:00pm - 8:30pm. All candidates must be able to participate in a 24x7x365 team environment including off shift, weekend and holiday coverage as scheduled/shared across the team.
Associates or Bachelor's degree OR equivalent work experience
Proficient in Microsoft Office Suite, as well as excellent keyboard and navigational skills
1 year of experience working in a customer service role.
Flexibility to work all shifts/off shifts, weekends, and holidays
Top Candidates will also have
Experience in lower level jobs in either Availability and Inventory Management, Purchasing, Transportation and Engineering or Customer Services, storeroom and/or manufacturing
Knowledge of ANTARES, FL, SPM, EWM and Engineering Data Systems (EDS)
Strong analytical skills.
Strong customer focus and positive attitude with attention to detail and timely follow up to customers (dealers and internal contacts)
Strong written, oral and phone etiquette skills to support/document/communicate situations and status to dealers and with internal contacts