Parts Procurement and Customer Service Lead

About Us:
McKinley is a dynamic and fast-moving company in the material handling industry, dedicated to delivering top-tier customer service. We are seeking a Parts Procurement & Customer Service Lead with experience in parts procurement, equipment service work orders and a strong customer service background to join our team. This role requires versatility, leadership, self-motivation and a commitment to fostering a positive team environment while ensuring the success of our customers and business.

Who You Are:
You are a highly motivated professional with a proven ability to manage all customer service functions within a fast-paced environment. You thrive on problem-solving, communication, and teamwork. You take ownership of your work, show initiative, and strive for continuous improvement. You have worked in a parts procurement role previously and have a mechanical aptitude & curiosity in how machines and equipment works.

Key Responsibilities:

Parts Procurement – 80% of time

• Communicate with parts suppliers to manage pricing, estimated arrival times (ETAs), return merchandise authorizations (RMAs), and order placements.
• Oversee and maintain parts inventory for stock and individual jobs, ensuring proper ordering, organization, and availability.
• Proactively manage stock orders
• Adjust pricing dynamically to secure the best cost and availability.
• Process and track orders efficiently to manage a high volume of requests.
• Provide accurate and timely parts pricing and quotes to customers.
• Create sales orders with precise equipment details, including serial numbers and model information
• Research parts, prepare pricing, and generate proposals based on technician recommendations.

Customer Service – 20% of time

• Coordinate work order communications across internal systems and customer online platforms.
• Maintain regular communication with internal teams and external customers through various channels.
• Conduct routine audits of open work orders and quotes to ensure timely progress and follow-ups.
• Serve as the first point of contact for customer service, handling complaints and disputes for prompt resolution.
• Manage internal and third-party software platforms to support operational functions.
• Collaborate with management to optimize processes and improve efficiency.
• Handle incoming service department calls and process associated documentation.
• Support technicians by correcting work order errors.
• Invoice work orders in MAS (accounting system) and verify batch totals for accuracy.
• Perform additional duties as assigned.
• Invoice work orders in MAS (accounting system) and verify batch totals for accuracy.
• Assist with other duties as needed.

Qualifications & Skills:

• Strong leadership ability with a team-oriented mindset.
• Excellent analytical and critical-thinking skills.
• Ability to multitask and manage multiple projects simultaneously.
• Strong problem-solving skills with a proactive approach.
• Familiarity with industry regulations and best practices.
• High attention to detail and accuracy.
• Ability to train and mentor team members effectively.
• Strong organizational skills with reliability and punctuality.

Technical Skills:

• Required: Experience with ServiceChannel work order management system.
• Preferred: Familiarity with Corrigo, Verisae, FM Pilot (work order management systems).
• Proficiency in Microsoft Office.
• Experience with Sage Accounting and Salesforce (preferred but not required).

Other Key Attributes:

• Customer-centric mindset with the ability to prioritize and meet client needs.
• Friendly, professional demeanor with a positive attitude.
• Strong verbal and written communication skills.
• Willingness to go the extra mile to assist customers and team members.
• A commitment to providing excellent service with a smile.