Aftermarket Sales Specialist

Key Responsibilities Customer Support & Parts Sales

• Serve as the primary point of contact for customer spare parts inquiries, pricing requests, availability questions, and order status updates.
• Provide guidance and support regarding replacement parts, spare parts kits, selected upgrades, and aftermarket solutions.
• Build and maintain positive customer relationships through professional, responsive communication.
• Identify opportunities to promote spare parts kits, recommended stock parts, and other aftermarket offerings.
• Support customer satisfaction initiatives and deliver a high level of service throughout the customer experience.

• Research and identify replacement part numbers using machinery drawings, bills of materials (BOMs), engineering documentation, and ERP data.
• Collaborate with Aftermarket Engineering and other technical resources to ensure accurate part identification as needed.
• Maintain current pricing and lead time information to support accurate quotations and margin objectives.
• Prepare and issue quotations, order acknowledgements, and order confirmations using Syteline.
• Ensure all customer quotations are accurate, complete, and aligned with current pricing and lead-time information.

• Process customer purchase orders and maintain accurate records within Syteline and Salesforce.
• Create and manage customer inquiries, cases, and communications through Salesforce and Email-to-Case processes.
• Monitor open quotations and orders to ensure timely action and customer responsiveness.
• Coordinate with Purchasing, Manufacturing, Inventory Control, Engineering, Quality, and other departments to obtain status updates and resolve issues.
• Proactively follow up on outstanding requests to ensure customer inquiries, quotations, and orders continue moving through the organization without unnecessary delays.
• Establish and communicate realistic delivery commitments while actively managing orders to support on‑time shipment performance.
• Manage urgent customer requests, machine‑down situations, expedited orders, same‑day shipments, and overnight delivery requirements.
• Escalate issues when necessary to prevent delays and support customer commitments.
• Support departmental KPIs related to customer responsiveness, quote turnaround, order processing, and on‑time delivery.

• Process shipment transactions within Syteline and maintain accurate shipping records.
• Generate shipping labels and shipment documentation through UPS, Fed Ex, and other carrier platforms.
• Coordinate freight arrangements and special shipping requirements with carriers and logistics providers.
• Review shipping documentation to ensure accuracy and compliance with customer requirements.
• Support return material authorization (RMA) activities and related documentation processes.

• High School Diploma or equivalent required;
  Associate's or Bachelor's Degree preferred.
• Minimum of 2 years of experience in customer service, spare parts sales, inside sales, order management, customer support, or aftermarket operations.
• Experience with in a manufacturing, industrial equipment, custom machinery, or aftermarket environment preferred.
• Strong attention to detail and time-management skills with the ability to manage multiple priorities simultaneously.
• Demonstrated ability to work effectively in a high-volume, fast-paced environment across departments.
• Excellent verbal and written communication skills.
• Strong problem-solving and follow-up skills.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Experience with ERP/CRM systems;
  Syteline and Salesforce experience preferred.
• Basic understanding of mechanical and electrical components…