Sutphen Corporation is the oldest continuously family-owned and operated fire truck manufacturer in the United States of America.With a mission to build the safest, most reliable fire trucks in the world, Sutphen has manufactured emergency fire apparatus for fire departments all over the country for more than 135 years.
Sutphen is seeking a Parts Sales Representative to support our service department in Urbana, Ohio.
The Parts Sales Representative serves as a primary point of contact for customers and dealers seeking replacement parts, repair components, and order support. This role is responsible for understanding the customer's need, identifying the correct part or solution, preparing and entering orders accurately, and communicating order status through shipment or drop shipment. The representative coordinates closely with customers, dealers, internal departments, and outside vendors to resolve questions, address shortages or delays, and support a dependable customer experience. The position also performs sales, research, purchasing, recordkeeping, and general departmental duties that contribute to the safe, organized, efficient, and profitable operation of the Parts Department.
Qualifications
Essential Functions
- Customer support and sales: Respond to customer and dealer inquiries by gathering equipment, serial number, application, and repair information needed to identify the correct replacement parts and recommend solutions that address the issue.
- Order preparation and entry: Prepare quotes and enter sales orders using current price lists, product information, and established procedures. Confirm part numbers, quantities, pricing, shipping details, and customer information before submitting the order.
- Order follow-through: Monitor open sales orders and coordinate with Parts, Purchasing, and Shipping to help ensure available items are released and shipped. Communicate meaningful status changes, delays, or additional information needs to the customer or dealer.
- Parts research: Research parts using Sutphen records, bills of material, drawings, supplier information, product literature, and other available resources. Contact internal subject-matter experts or outside vendors when additional identification or technical information is required.
- Purchasing: Create purchase orders for approved stock and non-stock parts orders and provide vendors with accurate item, quantity, delivery, and shipping instructions.
- Vendor and drop-ship coordination: Follow up with vendors on availability, lead times, shortages, and drop shipments. Obtain tracking or delivery information when available and communicate updates to the appropriate internal team and customer.
- Account development: Support established customer and dealer accounts while helping develop new business by responding promptly, following up on opportunities, and building relationships based on trust, responsiveness, and value.
- Issue resolution: Investigate customer concerns involving part identification, pricing, order status, shortages, shipping, or product condition. Document the issue, coordinate a practical resolution, and elevate concerns to the Parts Manager when additional approval or support is needed.
- Transaction records: Record sales activity, customer communications, order notes, and other relevant transaction details in the appropriate systems so that order history and follow-up information are complete and accessible.
- Receiving and shortage support: Verify receiving documents when assigned. Identify discrepancies, report shortages or damaged items, and assist with expediting actions through the Parts Manager.
- Department organization: Help maintain a clean, safe, and orderly area, including workspaces, counters, product areas, and stock locations.
- Training and product knowledge: Participate in training assigned by management and maintain working knowledge of Sutphen products, supplier offerings, parts systems, and industry practices relevant to the position.
- Customer service and ethics: Treat customers, dealers, vendors, and co-workers fairly and honestly. Protect confidential information and conduct business in a manner consistent with superior customer service and ethical business practices.
- Safety and accountability: Perform work with safety as the first priority, meet assigned deadlines, communicate obstacles early, and take ownership of follow-up through completion.
- Teamwork and core values: Support a positive work environment through professional communication and collaboration. Make decisions with Sutphen's Core Values in mind: Innovation, Integrity, Teamwork, Respect, Quality, and Accountability.
- Other duties: Complete other projects and responsibilities as assigned to support Parts Department and business needs.
