Job Summary
The Customer Service Advisor is the primary customer-facing contact for parts, repair and rebuilt-product needs. This role combines technical knowledge of heavy-truck systems with strong customer service and sales skills. The Advisor will manage incoming customer inquiries, prepare quotes and work orders, coordinate repairs/rebuilds, order and track parts, handle warranty and returns, and follow up to ensure customer satisfaction.
Key Responsibilities
- Bachelor's degree in Business Administration, Marketing, BS Management, Mechanical Technology, Automotive Technology, Electro Mechanics Technology, Automotive After Sales Management or any related 2 or 4 year course.
- Technical diploma or certification in diesel technology, automotive service or related field is an advantage
- Experience handling warranty claims and core returns.
- Familiarity with heavy-truck brands.
- Proficiency with Microsoft Office (Outlook, Excel) and commonly used shop management software.
- Greet and assist customers in person, by phone and by email; respond promptly to inquiries.
- Diagnose customer issues with trucks and components (using customer descriptions, vehicle history and shop feedback); recommend necessary repairs or rebuilt options.
- Create accurate work orders and job estimates; explain scope of work, parts required, timelines and pricing to customers.
- Order, verify and track parts (OEM and aftermarket); manage backorders and expedite urgent parts as needed.
- Coordinate rebuild and repair workflows between customers, technicians and outside vendors; schedule jobs and communicate status updates.
- Process warranty claims, returns and credits according to company policy.
- Maintain and update customer records, job files and parts transactions in the company’s ERP/CRM system.
- Work proactively to identify upsell/cross-sell opportunities (rebuild kits, preventative maintenance, extended warranties).
- Ensure parts and repaired products are inspected, packaged and delivered/picked up correctly.
- Help maintain parts inventory accuracy by reporting discrepancies and participating in cycle counts.
- Handle customer complaints professionally and escalate to management when necessary to achieve resolution.
- Meet or exceed departmental KPIs, including response time, first-contact resolution, average job value, and customer satisfaction scores.
- Adhere to safety, environmental and shop policies.
Preferred Qualifications & Skills
- Experience in parts/repair customer service, preferably in Automotive industry and/or heavy-duty truck, diesel engine or equipment industry is an advantage.
- Strong knowledge of truck systems, diesel engines, transmissions, axles and common rebuilt components is an advantage.
- Familiarity with parts catalogs and ordering systems (paper/electronic). Experience with ERP or CRM software is an advantage.
- Excellent verbal and written communication and active listening skills.
- Customer-focused with a professional demeanor and ability to build rapport quickly.
- Strong organizational skills and attention to detail.
- Ability to read work orders, part numbers and basic technical documentation.
- Basic math skills for estimating and invoicing.
- Valid driver’s license.
- Ability to lift up to 50 lbs and move around shop/warehouse as needed.
Job Types: Full-time, Fresh graduate
Pay: From Php15,600.00 per month
Benefits:
- Free parking
- Health insurance
- Pay raise
- Promotion to permanent employee
Education:
- Bachelor's (Preferred)
Experience:
- relevant (automotive or truck service industry preferred): 1 year (Preferred)
Work Location: In person
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