Senior Aftermarket Customer Service Specialist (Parts, Warranty & Order Management)

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.

• * For consideration, all candidates must apply through our online career portal to be considered for this opportunity. Please note that resumes submitted via email will not be reviewed.
• * 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.

Responsibilities

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; escalate 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.

Competencies

Position-Specific Competencies

• 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 ability to learn component applications and failure information.
• Ability to negotiate routine matters constructively and maintain productive supplier and customer relationships.

Education and Experience

• Associate or bachelor’s degree in Business Administration, Supply Chain Management, Engineering, or a related field preferred; equivalent education and relevant experience considered.
• Three to five years of relevant experience in industrial parts, order management, warranty administration, customer service, aftermarket operations, or a comparable environment.
• Experience with parts pricing, order fulfillment, international logistics, supplier coordination, customer-facing commercial work, and warranty claims strongly preferred.
• Experience working independently across functions and geographies required; demonstrated leadership potential preferred.

Additional Requirements

• Ability to obtain and maintain a valid driver’s license and passport.
• Ability to travel domestically and internationally up to 15 percent, based on business needs.
• Ability to work a flexible schedule when urgent customer, shipment, or claim matters require support.
• Ability to handle confidential commercial, customer, supplier, and claim information appropriately.

Our Offer

Pay Range: $90,000.00 - $100,000.00

An interesting and ambitious role in a successful international company. We offer a secure work environment with a comprehensive benefits package that includes major medical, dental and vision insurance, 401K plan with company match, paid vacation and personal days and competitive salary.

Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Jose Matrille.

Liebherr-America, Inc. and its US affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
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