Parts, Sales and Aftermarket

Job Description

Job Description

Description:

The Parts Sales Advocate is responsible for helping Baker Thermal Solutions customers obtain the right replacement parts, spare parts, and related aftermarket support for existing bakery equipment. This role combines responsive customer service, accurate order entry, technical curiosity, and practical coordination with internal teams to strengthen customer relationships and support Baker Thermal Solutions’ focus on proofing, baking, cooling, material handling, service, and lifecycle aftermarket value.

Company Alignment: This position supports Baker Thermal Solutions’ growth by improving customer response time, increasing parts and service capture, building accurate records, and helping convert equipment knowledge into repeatable aftermarket revenue and long-term customer confidence.

Essential Functions

• Respond to customer inquiries by phone, email, online channels, or in person, providing timely and professional support for parts, products, services, order status, and customer concerns.
• Assist customers with replacement parts, spare parts, and new spare-parts orders for existing Baker Thermal Solutions and legacy equipment.
• Collect, enter, confirm, and update orders for parts, products, and services in the appropriate ERP, CRM, or order-management systems.
• Research customer equipment history, drawings, manuals, historical files, and prior orders to identify correct parts and support accurate quoting.
• Troubleshoot and help resolve product, parts, and service issues; escalate technical matters to engineering, service, manufacturing, or other specialists when required.
• Prepare parts quotes and follow up on open opportunities to support agreed sales targets, quote conversion, and customer satisfaction goals.
• Maintain accurate customer records, including account notes, parts history, problems, complaints, resolutions, and follow-up commitments.
• Develop and maintain a working knowledge base of Baker Thermal products, aftermarket parts, service offerings, and evolving equipment applications.
• Coordinate internally with sales, service, engineering, purchasing, warehouse, and manufacturing teams to improve responsiveness and delivery reliability.
• Promote Baker Thermal Solutions’ service, spare-parts, rebuild, inspection, and lifecycle support capabilities when appropriate to customer needs.
• Handle customer complaints professionally and ensure appropriate actions are taken to resolve problems and protect the customer relationship.
• Perform other related duties as assigned.

Excellent communication, customer-service, and interpersonal skills with the ability to build rapport with customers and internal teammates.

• Strong organizational skills, attention to detail, and ability to prioritize multiple inquiries, quotes, and follow-up commitments.
• Proficient computer skills, including Microsoft Office and the ability to update and maintain customer, quote, and order records.
• Ability to learn ERP, CRM, inventory, database, and ordering systems; familiarity with ERP platforms is a plus.
• Mechanical aptitude and willingness to learn equipment operation, bakery applications, and parts identification.
• Ability to read and interpret blueprints, mechanical drawings, CAD drawings, manuals, and legacy technical documentation.
• Ability to research historical documents and files manually when information is not readily available in current systems.
• Professional, positive demeanor with strong written and verbal communication skills.
• Deadline-oriented and detail-oriented work style with follow-through on commitments.
• Fluency in English required; ability to speak and write Spanish is a plus.
• Education and Experience
• High school diploma or equivalent required.
• Previous experience in customer service, sales, parts sales, aftermarket support, inside sales, or a related customer-facing role required/preferred based on business need.
• Mechanical, manufacturing, industrial equipment, food-processing, or bakery-equipment experience preferred.
• Experience taking orders and working with customers by phone and email preferred.
• Work Environment
• This job operates primarily in a professional office environment and routinely uses standard office equipment. The role may also require coordination with shop, warehouse, service, engineering, or manufacturing personnel as business needs require.

Physical Demands

While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to handle objects or controls, reach with hands and arms, climb stairs, talk, and hear. The employee may occasionally lift or move office products, supplies, or parts documentation up to 20 pounds.

Performance Expectations

• Deliver accurate, timely customer responses and proactive follow-up on open issues and quotes.
• Protect customer confidence by documenting issues clearly, escalating quickly, and closing the loop on commitments.
• Support Baker Thermal Solutions’ aftermarket growth by identifying parts, service, rebuild, inspection, and lifecycle support opportunities.
• Contribute to stronger operating discipline through clean records, accurate order entry, reliable handoffs, and cross-functional communication.
• Demonstrate safety, professionalism, continuous improvement, and teamwork in all customer and internal interactions.
• Equal Employment Opportunity

Baker Thermal Solutions is an equal opportunity employer. Employment decisions are based on merit, competence, performance, and business needs. The company does not discriminate on the basis of any status protected by federal, state, or local law.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.