Parts and Service Support Representative

ABOUT US:

Rocket Industrial is a leader in the packaging industry, serving a diverse range of industries with a comprehensive portfolio of products and services. Our tagline, "Package With Less," reflects our mission to help businesses achieve more with less waste, less cost, and less complexity. Join us on our journey as we continue to lead the way in packaging innovation and help our customers achieve their goals with the best possible solutions.

SCOPE OF ROLE:

The Service Support Representative is responsible for providing additional support in managing the parts division of the Service Department. This role will provide fast & friendly support to customers, troubleshoot with customers over the phone and through email, and promote and process orders for replacement parts, Additionally, this position will help support the technicians’ workflow process and invoice completed work orders.

KEY RESPONSIBILITIES:

• Service Support:
  • Maintaining accurate inventory and pricing information within ERP system
  • Receiving and processing completed work orders
  • Shipping and receiving parts and equipment
  • Invoicing service requests and obtaining payment methods
  • Assisting with inventory cycle counts and stock level recommendations
  • Maintaining accurate records of technician hours
  • Manage the incoming returns process
• Parts Sales:
  • Processing customer and technician parts requests accurately and efficiently
  • Creating and managing purchase orders with suppliers and vendors
  • Tracking part availability, lead times, and shipment status
  • Coordinating emergency and expedited parts orders
  • Communicating order status updates to customers and Rocket team
  • Sourcing parts with both new and existing suppliers
  • Resolving order discrepancies, warranty claims, and vendor issues
  • Demonstrating knowledge of ERP systems and Microsoft Office
  • Managing Hubspot parts tickets
  • Following all OSHA and Rocket safety guidelines
• Other duties as assigned