Customer Account Coordinator

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com.

It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.

This position serves our customers by answering inbound phone calls and emails related to aftermarket services. This position serves Nordco by acting as the first point of contact for our customers via email and phone and exceeding our customers’ expectations and building loyal customers by delivering exceptional customer service and identifying and resolving customer needs.

ROLES AND RESPONSIBILITIES

• Act as the first point of contact for customers regarding aftermarket parts, kits and service support.
• Provide exceptional customer service by; promptly processing quotes, orders and answering customer questions regarding issues such as expedite requests and product information. 
• Build sustainable relationships and engage customers by going the extra mile.
• Act with urgency and respond to customer requests within the prescribed response timeframe.
• Regularly check backlog reports for assigned accounts and work with internal resources to determine the expected ship date on all open orders.  Work with internal sourcing and operations teams as needed to expedite orders to meet customers’ needs.
• Interact and effectively communicate with a wide spectrum of customers, including upper level management, engineering, purchasing, shop and field personnel.
• Ensure that product field problems are properly reported and directed to the appropriate department.
• As needed, create or maintain various reports to track department KPIs and performance.
• Actively focus on and play an active role in fostering a continuous improvement culture by participating in continuous improvement events related to the aftermarket team and/or the company.

Education

• High School Graduate (or equivalent) required.
• Bachelor’s degree (or equivalent work experience) preferred.

Experience

• Previous customer service experience required.
• Previous experience with aftermarket and/or technical support.
• Previous experience in aftermarket parts sales and service of heavy equipment preferred.

Technical Skills

• Ability to learn and become proficient with our Syspro MRP software required. 
• Proficient in the use of MS office programs, especially Outlook and Excel. 
• Ability to read and interpret drawings of electronics, hydraulic circuits and mechanical assemblies.
• Basic technical aptitude with a proven ability to learn technical product.

Behavioral Attributes

• Friendly and customer focused with a genuine desire to serve customers.
• Ability to develop strong internal and external customer relationships.
• Ability to work effectively with minimal supervision and good decision making.
• Ability to effectively present information and respond to questions from managers, customers, vendors and the general public.
• Sense of urgency.

TRAVEL

• Minimal travel.

WORKING CONDITIONS

Work is primarily light duty and requires the ability to regularly lift and carry objects weighing up to 20 pounds. This position requires the ability to sit, stand and walk unassisted. Requires the use of hands and fingers to handle or feel objects, tools or controls. The employee is required to talk and hear. Normal correctable vision is required.

Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles…people like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.