Remote Parts Call Center Agent

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

This is a remote position supporting customers across the United States and Canada and requires availability to work a schedule ending at 5:00 PM Pacific Time.

Required

• Associate degree in Diesel Technology, Automotive Technology, Mechanical Engineering Technology, or a related field, plus a minimum of three (3) years of relevant experience in heavy-duty vehicle maintenance, mechanical repair, parts sales, or customer support.

OR

• High school diploma or equivalent, supplemented by technical training in Diesel Mechanics, Heavy Equipment Mechanics, Automotive Mechanics, Aircraft Maintenance, Parts Management, or a related field, plus a minimum of five (5) years of relevant experience in heavy-duty vehicle maintenance, mechanical repair, parts sales, or customer support.
• Advanced English communication skills, both written and verbal.

Preferred

• Bilingual or multilingual communication skills are highly preferred.
• Fluency in Spanish is a strong asset.
• Additional language skills, including French or other languages, are valued and may support our diverse customer base.
• Experience supporting customers in a technical, parts, service, or sales environment.
• Experience with heavy-duty truck, bus, diesel, or commercial vehicle parts is preferred.

Additional Knowledge And Skills

• Customer service and sales techniques.
• Marketing and promotional concepts.
• Strong customer communication and relationship-building skills.
• Understanding of customer-supplier relationships.
• Quality assurance and continuous improvement principles.
• Strong productivity, organizational, and time-management skills.
• Problem-solving and troubleshooting abilities.
• Proficiency with Microsoft Office applications.
• Experience with ERP/MRP systems such as SAP, JD Edwards, Oracle, or similar platforms preferred.
• Knowledge of inventory management and parts operations.
• Ability to identify parts using technical documentation, catalogs, photos, and customer descriptions.
• Continuous improvement mindset and commitment to operational excellence.

Tasks

• Supports customer and Regional Sales Manager requests related to parts. Receives, modifies, and processes orders, credit notes, and parts returns, including return logistics.
• Identifies alternatives to minimize customer impact in cases of extended delivery lead times or vehicle downtime.
• Works with customers to identify required parts and coordinates fulfillment activities with logistics and supply chain partners.
• Recommends and promotes parts, products, and current promotions while identifying opportunities for additional sales.
• Handles pricing inquiries, quotations, returns, and other customer requests in accordance with established guidelines and approval parameters.
• Assists customers with online account setup and access.
• Supports the management of consignment inventory and helps maintain appropriate inventory turnover.
• Gathers market intelligence and competitive information and shares findings with relevant stakeholders.
• Contacts prospective customers and refers qualified opportunities to Regional Sales Managers.
• Recommends solutions to minimize the financial impact of obsolete inventory and supports inventory optimization initiatives.
• Participates in continuous improvement activities and process enhancement efforts.
• Reviews and analyzes low-margin orders and quotations, identifies discrepancies, and follows up as needed.
• Communicates inventory opportunities to customers, including used parts, excess inventory, and production take-offs.
• Troubleshoots order-processing issues, including payment, system, and online account concerns.
• Opens and maintains customer accounts, including cash and credit card accounts.
• Identifies parts from technical documentation, catalogs, photographs, and customer-provided information.
• Receives and directs phone calls, takes messages, and provides routine information when appropriate.
• Completes and verifies required documentation and records.
• Provides training and support to team members and branch personnel as requested.

At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company’s growth. For this position, the base pay is set at $53,700 - $66,400 annually, and where applicable, bonus eligible.  The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our c…