Customer Experience Specialist

Job Description

Job Description

Description:

ICM 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 you’ve worked with OEM parts systems, can juggle multiple urgent orders daily, and enjoy building long-term customer relationships, this role was built for you.

This is an on-site position — you must be available to work in the office Monday through Friday.

What You'll Do:

As a key member of our branch operations team, you’ll handle the full lifecycle of customer parts and service needs:

• Identify, research, and quote heavy equipment parts using OEM and dealer parts systems
• Create, manage, and follow through on customer orders from quote to delivery
• Serve as the front-line parts contact for phone, email, and walk-in customers
• Coordinate closely with the service department to schedule technicians and align parts availability
• Recommend approved part substitutions when items are unavailable or back-ordered
• Proactively manage need-by dates, freight options, and emergency orders to minimize downtime
• Communicate clearly with customers regarding backorders, ETAs, freight, and logistics
• Process will-call orders, stage parts, and ensure accurate pickup or shipment
• Complete bids for service and parts sales quotations (PSQs)
• Manage daily backorder queues and 30-day returns
• Participate in required training and monthly phone/soft-skill development
• Maintain a clean, safe, and organized parts environment
• Take ownership of customer issues and drive them to resolution

• Experience in parts counter sales or parts support for heavy equipment, construction, mining, aggregate, or industrial machinery preferred
• Understanding of the urgency of equipment downtime and jobsite pressures
• Ability to research parts accurately using schematics and OEM systems
• Customer-focused mindset with the ability to build trust and long-term relationships
• Excellent communication skills—calm, clear, and professional under pressure
• Strong organizational skills with the ability to manage multiple open orders at once
• Team-oriented approach and willingness to collaborate across departments
• Sense of ownership—when there’s a problem, you see it through to resolution
• Continuous commitment to workplace safety
• Pass pre-employment drug screen, background check, and MVR screen

Why Join ICM Solutions?

• Fast-growing dealer with a bold vision to be the best in crushing, underground mining rebuild, and white paving equipment in North America
• Parts professionals are valued here—your expertise directly impacts customer success
• Strong, people-first culture where collaboration and accountability matter
• Competitive compensation and benefits package including PTO, sick time, medical, dental, vision, and life insurance, 401(k) with company match

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Equal 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 contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).