Senior Aftermarket Customer Service Specialist; Parts, Warranty & Order Management

Saline, MI

Job :

85137

Division:

Liebherr International

Company:

Work area:

Customer Service

Country:

US

Entry level:

Professionals

Type of contract:

full time

The Aftermarket Customer Service Specialist independently manages the end-to-end parts order and warranty claim lifecycle for LUS-COT customers. The position owns parts quotations and pricing, order entry and fulfillment, warranty administration, customer and supplier communication, and account-development support. After onboarding, the incumbent is expected to resolve daily operational matters with limited supervision, reduce management workload, strengthen customer relationships, and develop toward broader Customer Service leadership responsibilities.

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  * This position is not eligible for sponsorship. Applicants must be legally authorized to work in the United States without the need for current or future sponsorship.

Essential

Job Duties
- Parts Order Administration and Fulfillment (Priority
1)

• Create and issue spare-parts quotations, establish and maintain accurate parts pricing and discounts, and process orders in Baan and other applicable systems.
• Own orders from receipt through delivery and invoicing, including order entry, acknowledgement, scheduling, backorder expediting, tracking, logistics coordination, and customer status communication.
• Coordinate with customers, internal sales, logistics, finance, warehouses, and Liebherr COT factories to ensure timely, accurate, and commercially sound order fulfillment.
• Create and maintain required sales, shipping, export, import, customs, and delivery documentation in accordance with applicable company procedures.
• Research and reconcile order, pricing, invoice, credit, freight, and payment discrepancies; escape only matters requiring management authority.
• Maintain accurate customer, product, pricing, forecast, order, and transaction records; prepare concise operational and KPI reports.
• Negotiate routine commercial and delivery matters with internal suppliers within delegated authority and prepare recommendations for exceptions.

Essential

Job Duties
- Warranty Claim Administration and Management (Priority
2)

• Administer customer and supplier warranty claims in LISA II and manage related workflow, documentation, status, and follow-up in SNOW.
• Review claims for completeness, contractual compliance, supporting evidence, required return parts, and submission deadlines before forwarding to the responsible factory.
• Create and process warranty-related sales orders, purchase orders, returns, credits, denials, and replacement-part transactions in Baan and applicable systems.
• Coordinate defective-part returns, core returns, inspections, shipment documentation, tracking, disposition, and credits with customers, logistics providers, and Liebherr COT factories.
• Monitor open claims, pursue timely factory decisions and credit notes, communicate status to customers, and resolve routine warranty disputes professionally.
• Maintain claim trackers and management visibility regarding aging, acceptance, rejection, recovery, recurring issues, and required actions.
• Develop and maintain practical standard work for claims, returns, credits, supplier follow-up, records, and escalations.

Essential

Job Duties
- Customer and Account Development (Priority
3)

• Build trusted working relationships with assigned customers and serve as a reliable link among customers, account managers, internal teams, and Liebherr suppliers.
• Identify customer needs, service gaps, installed-base opportunities, and recurring demand that can expand parts, repair, warranty, or aftermarket business.
• Support account plans, forecasts, pricing reviews, customer meetings, and commercial follow-up in coordination with responsible sales or account managers.
• Use operational interactions to improve customer satisfaction, retention and loyalty while protecting profitability and contractual compliance.
• Visit customers and Liebherr factories as business needs require.
• Customer focus and professional communication with internal and external stakeholders.
• Strong commercial judgment, numerical accuracy, analytical problem solving, and attention to contractual details.
• Initiative, accountability, discretion, resilience, organization, prioritization, and dependable follow-through.
• Ability to manage multiple deadlines independently in a dynamic international environment.
• Working knowledge of industrial or mechanical products and the…