Customer Service Representative - Aftermarket Sales

Customer Service Representative - Aftermarket Sales

Global manufacturer with over 2500 employees worldwide looking for a Customer Service Representative in Aftermarket Sales to join our team at our US Headquarters in Charlotte, NC. As a Customer Service Representative in Aftermarket Sales, you will be responsible for managing post-sale customer interactions, addressing inquiries, providing product support, and promoting aftermarket products and services. Your primary goal is to ensure customer satisfaction and enhance the customer experience after the initial purchase.

Main Tasks and Responsibilities

• Provide quality front-line support responding to and directing all inbound calls and customer inquiries while maintaining excellent customer relations.
• Collect contact and dust collector information (model/serial #) and update CRM records, i.e. touchpoint, asset, next steps, etc.
• Responsible for ensuring responses to customer requests are timely and complete while adhering to service procedures & guidelines as implemented.
• Continuously develop advanced product knowledge to effectively respond to customer requests.
• Respond to RFQs using CRM quote tool at the direction of Inside Sales.
• Assist with scheduling of maintenance by field service technicians.
• Coordinate parts orders and delivery schedule with both internal personnel (Field Service Manager & Purchasing team) and customer contacts.
• Routine outbound calls to existing customer base.
• Create and send customer invoices at the direction of Inside Sales.
• Respond to Purchasing and Finance personnel requests for customer invoicing.
• Liaise with warehouse personnel and buyers to identify and resolve shipping issues preventing the issuance of an invoice.
• Maintain data files that support market and pricing strategies.
• Generate monthly reports to include (1) Monthly & Annual Revenue, by Customer; Parts Demands, by Customer; Year over Year Revenue, by Customer (2) Quote Activity and Hit Ratios, Market Feedback, and Customer Issues Log.
• All other duties that may be necessary from time to time outside the normal scope of your job description that will contribute toward the Company meeting its goals and objectives.

Qualifications Your Experience & Education

• High School Diploma minimum; Associate Degree in relevant field preferred
• At least 3+ years of back-office experience in a B2B sales environment with a single employer, manufacturing/industrial preferred
• 1+ years converting pre-qualified leads and/or generating new parts business with existing customers

Your Skills & Traits

• Very strong communication skills both verbal and written.
• Experience with quote development, purchase order workflow, invoicing, and product delivery processes.
• Ability to multi-task; direct inbound calls and web inquiries, make outbound calls, update various databases, and perform project work.
• Proficiency with Microsoft Office Suite: Dynamics 365 (CRM), Excel, Word, Outlook, Teams.
• Experience with J.D. Edwards and IFS 10 (ERP) is a plus.
• Self-directed learner with a client-centric approach to problem solving.
• Organized and goal oriented; interface with multiple departments, provide timely status updates, complete tasks and document outcomes.