Job Description
Malin Parts Correspondents play the important role of fulfilling parts requests for a variety of material handling equipment, most commonly forklifts. Parts requests may come from Malin Technicians (who are fixing equipment and replacing parts) or our external customers who need a part for their piece of equipment. Parts Correspondents use people, administrative and organizational skills to ensure the best possible experience for our other Malin departments and customers. Malin is a distributor of Raymond lift truck equipment, so Parts Correspondents will source parts for both Raymond equipment, as well as other makes/models of lift trucks.
Essential Functions include:
- Receipt of parts requests from Malin employees or external customers from a variety of ways –
- Web-based through our Zendesk system and Parts Que
- Phone call and/or email
- Review requests to ensure accuracy and completion of information needed to process request
- Follow-up via phone to ask specific or qualifying questions regarding part request or equipment details
- Provide Malin employees or customers with pricing information and availability
- Addressing with Malin employees or customers damaged parts, incorrect parts, or discrepancies
- Source both Raymond parts and other makes of equipment via –
- Raymond parts online catalogue
- Other catalogues of parts for other makes of equipment
- Update online work orders to close out requests to ensure timely fulfillment for Malin employees needing parts or external customers’ orders
- Status work orders appropriately
- Add detailed notes
- Ensure appropriate packing/shipping methods
Required Knowledge, Skills and Abilities:
- People Support – approachable with a reputation of providing stellar support for other departments and customers
- Written and verbal communication skills – ability to compose detailed and professional correspondence and communicate via phone call in a clear, helpful manner
- Organized with prompt follow-up – must be able to take ownership of a request within a timely manner, provide status and follow-up and close out the request in its entirety
- Problem solving and research – must be comfortable utilizing online and computer-based information, catalogues, and web-based resources to provide outside-of-the-box solutions
- Safety-oriented – demonstrated ability to follow safety protocols and guidelines when handling and storing parts to prevent accidents or damage
- Microsoft Office & 365 – intermediate skills in Outlook, Excel, Word and Teams
If you have ANY of the following... let's talk!
- Min. one year customer service experience
- Savvy internet research skills
- Intermediate Microsoft Outlook experience