AfterMarket Rep; Order Processor

DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.

WHAT WE DO:

enabling the future of vehicle care – wherever the road takes you.
WHY WE DO IT:
To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

The After Market Services Representative is responsible for ensuring the accurate entry and management of customer orders received via phone or email, prioritizing customer satisfaction. This role involves providing timely order updates, handling change requests, and managing Return Merchandise Authorization (RMA) processes. The representative will work closely with cross-functional teams to support successful customer implementations and ensure smooth processing of after-market orders.

To perform this job successfully, an individual must be able to perform each of these essential functions at a satisfactory level. Other essential and non-essential functions may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Manage inbound and outbound calls for orders and RMAs, ensuring high customer satisfaction.
• Monitors and maintains the open call queue for DRB Tunnel Orders.
• Provide product and component information, recommending appropriate parts as needed.
• Prepare quotes for hardware and software, with follow-ups within 30 days.
• Ensure accuracy in order processing, shipment, and RMA handling.
• Create and update order documentation in Salesforce, logging customer feedback and resolutions.
• Configuration and testing of equipment sent out through the aftermarket process.
• Assists Service Technicians on receipt and maintenance of loaner/swap equipment.
• Provide order support across departments, such as Accounting, Sales, Development, and Operations.
• Must demonstrate willingness to assist others on the AMS team and is able to work productively in an independent environment.
• Resolves complex customer service issues and escalates when necessary.
• Communicate with Supervisor and/or Operations Management on significant issues from customers and employees.
• Maintain awareness of company policies and service standards, communicating them to both internal and external customers when needed.
• Engage in initiatives to improve order accuracy, decrease incoming calls, and enhance customer satisfaction.
• Performs other duties as assigned by Management.

This role has no supervisory responsibilities.

The position works under general direction of the After Market Sales Supervisor and Director of Support Services, exercising discretion and independent judgment with respect to matters of significance in the department.

This position interacts with both internal and external customers.

• High School Graduate or equivalent.
• Must be able to work 10am-7pm Monday thru Friday and rotating Saturdays.

• Proficient in MS Office (Outlook, Excel, Word, Power Point) with 2+ years of experience.
• Working cooperatively in partnership with others to help a team or work group achieve its goals, showing strong team collaboration skills, especially in remote work environments
• Ability to work independently with professionalism and integrity.
• Customer Service focused, detailed orientated with an ability to multi-task.
• Experience providing customer support in a service or product sales environment. Previous experience in parts ordering is a plus, as is prior work with technical product or services.
• Ability to take initiative and self-manage. Stress tolerance with the ability to handle conflict and confront challenging…