CUSTOMER SERVICE REPRESENTATIVE

Aftermarket Parts Sales & Customer Service Representative

We are seeking an experienced Aftermarket Parts Sales & Customer Service Representative for its Colorado Automation Design (CAD) business in Aurora, CO. The individual will contribute to the success of the company by establishing and maintaining great client relations through exceptional commercial and technical support. This position receives and processes to completion customer inquiries, requests for quotations, orders, and technical & commercial concerns. Additionally, this is also a buyer role, whereas the individual will be responsible for obtaining quotes from suppliers, negotiating price and delivery, and ensuring that all items meet the highest quality standards for resale to our customers.

Issue resolution, problem-solving, and providing exceptional customer service are critical aspects of this role. Being extremely resourceful combined with an ability to blend excellent communication skills with organizational and detail orientations are keys to success.

Note: This position reports to the Operations Manager at Colorado Automation Design (CAD), and is based at their manufacturing facility in Aurora, CO

• Some duties- Order parts from store- this person will make that call. Person has to troubleshoot and solve, order spare part, do maintenance in field or combo of both. Service rep will reach out to customer for parts and dispatch field service tech to site.
• This resource will be doing initial calls, facilitate ordering process of spare part and coordinate with field service to dispatch techs.
• Person will also do buying- buyer/ purchaser. Call supplier for 50 bolts, place order and redirect, etc.

Day to Day:

Customer Service & Technical Support

• Serve as focal point for customer inquiries regarding replacement parts, technical support, and issue resolution for their installed equipment.
• Answer incoming customer calls regarding billing issues, product problems, service questions and general client concerns, research information necessary to provide customer with correct part, corrective action, and price information.
• Provide timely and professional customer service and technical support. Establish a positive rapport with every customer.
• Handle customer technical support cases through phone and email submission.
• Provide customers with post-sales follow up if there are delays or any other concerns.
• Develop customer confidence through outstanding support and relationship building.
• Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.
• Communicate effectively and professionally with customers, sales representatives, and internal resources to process work.
• Ability to diagnose and troubleshoot basic equipment issues and seek solutions to resolve the problem. Obtain resolution of routine customer complaints and issues.

Parts Sales & Fulfilment

• Provide pricing, availability, and schedule information for spare parts.

Efficiently and accurately process customer quotations and follow up on open quotes to secure orders.

• Purchase items through local ERP system and facilitate all fulfillment requirements to meet customer needs.

Evaluate machinery parts applications and research machinery drawings and bills of materials as necessary.

Process customer orders and regularly advise customer of order status.

Effectively promote machine parts/kits/upgrades by analyzing customer's existing machinery and potential needs.

• Process, track & expedite customer orders, verifying for accuracy.
• Apply project management principles to process customer orders and remain involved with projects to assure accuracy and timeliness while meeting company's sales objectives and customer's expectations.
• Collaborate with the engineering and product teams to identify issue trends and opportunities to reduce recurring issues.
• Organize, plan, and execute projects from conceptualization through implementation across multiple reporting and organizational lines. Direct and lead the work of the technical staff.
• Tracks order activity, and alerts appropriate staff of any potential delivery problems.

Qualifications and Skills

• GMP – Good Manufacturing Practices
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, schematics and procedure manuals.

Strong hospitality and customer service attitude!

Ability to read and understand mechanical drawings and mechanical and electrical bill of materials as well as ability to grasp basic technical aspects of machinery

Excellent customer relationship building skills with strong interpersonal skills and ability to interact effectively in a team environment.

Excellent verbal and written communications skills.

• Strong time management skills and personal priority and organization skills necessary.

Analytical and problem-solving ability.

Resourcefulness and strong ability to solve problems.

Ability to act with the highest degree of professionalism and etiquette. Present the organization in the best light possible and remain professional and courteous with clients at all times.

Able to work effectively to meet deadlines and multi-tasking abilities.

Strong planning & organization skills. Must be well organized, prepared and detail oriented.

Computer literate and experience with Microsoft Office applications (Teams, Excel, Word and Power Point).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, the individual would occasionally be required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects, tools or controls.

Must be able to sit for long periods on airplane or in an auto to reach job destinations

Must be able to have manual dexterity to operate equipment and tools required on the job

Note: Overtime may be required dependent upon project schedule.

3-5 Must Have Skills & Technologies:

• Experience working in industrial manufacturing or high hospitality type experience

Level or number years of experience: 3 years of industrial machinery parts sales experience in manufacturing environment or aftermarket sales & service preferred ideally.

Education: Associates degree preferred or 2-year technical degree with equivalent experience.