Customer Support Specialist - Spare Parts

Description

The Customer Support Specialist - Spare Parts serves as a key point of contact for customers seeking spare parts for their equipment. This role is responsible for delivering outstanding customer service while helping customers identify, order, and receive the parts they need in a timely manner. The position also supports spare parts sales growth through proactive customer follow-up, accurate quoting, and strong customer relationship management.

This is an excellent opportunity for a customer-focused professional who enjoys solving problems, building relationships, and working in a collaborative team environment.

Schedule: Tuesday - Friday 8:00am - 5:00pm and Saturday 8:00am - 4:30pm, with every Sunday and Monday off.

Essential Duties and Responsibilities include the following:

• Process customer spare parts orders accurately and efficiently while providing a high level of customer service.
• Communicate order confirmations, shipment updates, and other order-related information to customers.
• Coordinate with manufacturing teams and internal departments to obtain information needed to fulfill customer orders quickly.
• Arrange shipments for customers and field service technicians, ensuring rush orders are processed the same business day.
• Proactively follow up with customers regarding orders, quotations, and overall satisfaction.
• Research and identify correct part numbers, pricing, and product descriptions using SAP and other company systems.
• Prepare timely and accurate spare parts quotations for customers, technicians, and sales team members and follow up to maximize quote conversion.
• Maintain and update Parts Team documentation, manuals, and technical resources with factory-issued updates.
• Assist customers with spare parts returns and process all required return documentation within SAP.
• Maintain records of quotations, customer follow-up activities, custom parts kits, and other customer-related information.
• Support onboarding and training efforts for new Parts Team members.
• Travel occasionally, as needed, to support customers and foster strong customer relationships.

Qualifications Required:

• High school diploma or GED
• At least one year of customer service, inside sales, order processing, or related experience
• Experience working with ERP systems
• Strong communication and customer service skills
• Proficiency with Microsoft Outlook, Word, and Excel

Qualifications Preferred:

• SAP experience
• Experience supporting industrial equipment, manufacturing, service, or parts operations
• Passport or ability to obtain a passport for occasional travel