Customer Experience Specialist

divh2Customer Experience Specialist (CES)/h2pICM Solutions, a leader in crushing, underground mining rebuilds, and white paving equipment across the Mountain West, is looking for a Customer Experience Specialist (CES) with to join our growing Phoenix branch. This role is ideal for someone who thrives behind a parts counter, knows how critical uptime is to contractors and quarry operations, and takes pride in getting customers the right part, right now. You will be the primary point of contact for customers needing parts and service support for owned or rented crushing and aggregate equipment. If youve worked with OEM parts systems, can juggle multiple urgent orders daily, and enjoy building long-term customer relationships, this role was built for you./ppThis is an on-site position you must be available to work in the office Monday through Friday./ppWhat Youll Do:/ppAs a key member of our branch operations team, youll handle the full lifecycle of customer parts and service needs:/pulliIdentify, research, and quote heavy equipment parts using OEM and dealer parts systems/liliCreate, manage, and follow through on customer orders from quote to delivery/liliServe as the front-line parts contact for phone, email, and walk-in customers/liliCoordinate closely with the service department to schedule technicians and align parts availability/liliRecommend approved part substitutions when items are unavailable or back-ordered/liliProactively manage need-by dates, freight options, and emergency orders to minimize downtime/liliCommunicate clearly with customers regarding backorders, ETAs, freight, and logistics/liliProcess will-call orders, stage parts, and ensure accurate pickup or shipment/liliComplete bids for service and parts sales quotations (PSQs)/liliManage daily backorder queues and 30-day returns/liliParticipate in required training and monthly phone/soft-skill development/liliMaintain a clean, safe, and organized parts environment/liliTake ownership of customer issues and drive them to resolution/li/ulpRequirements/pulliExperience in parts counter sales or parts support for heavy equipment, construction, mining, aggregate, or industrial machinery preferred/liliUnderstanding of the urgency of equipment downtime and jobsite pressures/liliAbility to research parts accurately using schematics and OEM systems/liliCustomer-focused mindset with the ability to build trust and long-term relationships/liliExcellent communication skillscalm, clear, and professional under pressure/liliStrong organizational skills with the ability to manage multiple open orders at once/liliTeam-oriented approach and willingness to collaborate across departments/liliSense of ownershipwhen theres a problem, you see it through to resolution/liliContinuous commitment to workplace safety/liliPass pre-employment drug screen, background check, and MVR screen/li/ulpWhy Join ICM Solutions?/pulliFast-growing dealer with a bold vision to be the best in crushing, underground mining rebuild, and white paving equipment in North America/liliParts professionals are valued hereyour expertise directly impacts customer success/liliStrong, people-first culture where collaboration and accountability matter/liliCompetitive compensation and benefits package including PTO, sick time, medical, dental, vision, and life insurance, 401(k) with company match/li/ulpEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)./p/div