Customer Service Representative - Aftermarket

Customer Service Representative - Aftermarket

The Customer Service Representative serves as the primary point of contact for customers requiring aftermarket support, replacement parts, and service-related assistance. This role is responsible for delivering exceptional customer service to a global customer base by managing parts quotations, order processing, service coordination, and customer communications.

Working within Salesforce and the company's ERP system, the Customer Service Representative ensures accurate documentation, timely follow-up, and effective communication between customers, service technicians, sales teams, and management. The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of managing multiple priorities in a fast-paced technical manufacturing environment.

Key Responsibilities:

• Serve as the first point of contact for aftermarket customer inquiries via phone, email, and other communication channels.
• Provide professional, responsive, and solutions-oriented support to customers worldwide.
• Maintain regular communication with customers regarding order status, service requests, parts availability, and issue resolution.
• Follow up on open customer issues to ensure timely closure and customer satisfaction.
• Escalate technical or service-related concerns to the appropriate internal teams when necessary.
• Prepare and process replacement parts quotations accurately and promptly.
• Monitor order status from entry through shipment and communicate updates to customers.
• Maintain accurate customer records, service requests, quotations, orders, and communications within Salesforce and ERP systems.
• Ensure all customer interactions and activities are properly documented.
• Update and manage customer accounts, contacts, equipment records, and service histories.

Qualifications:

• 3+ years of customer service, order management, inside sales, parts support, or aftermarket support experience in a manufacturing, OEM, industrial equipment, or technical environment preferred.
• Experience supporting customers in a business-to-business (B2B) environment.
• Experience working with ERP systems and CRM platforms, preferably Salesforce..
• Strong attention to detail and documentation accuracy.
• Excellent written and verbal communication skills.
• Strong organizational and time management abilities.
• Ability to manage multiple priorities and deadlines effectively.
• Customer-focused mindset with a commitment to delivering exceptional service.