Aftermarket Sales Specialist

Job Description

Job Description

Aftermarket Sales Specialist

• Hours: 9:00 AM – 5:30 PM
• Position Type: Temp-to-Hire

The Aftermarket Parts Sales Specialist is responsible for managing customer spare parts inquiries, quotations, order processing, and fulfillment coordination from initial request through shipment. This role serves as a primary point of contact for customers requiring replacement parts, spare parts kits, upgrades, and other aftermarket solutions.

This position operates in a high-volume, fast-paced environment where responsiveness and follow-through are critical. The successful candidate will take ownership of customer requests, coordinate with internal departments to drive timely resolution, and ensure customer commitments are met. Many requests involve urgent production issues, machine downtime, expedited shipments, and same-day processing requirements, requiring strong organizational skills, attention to detail, and a strong sense of urgency.

Key Responsibilities

Customer Support & Parts Sales

• Serve as the primary point of contact for customer spare parts inquiries, pricing requests, availability questions, and order status updates.
• Provide guidance and support regarding replacement parts, spare parts kits, selected upgrades, and aftermarket solutions.
• Build and maintain positive customer relationships through professional, responsive communication.
• Identify opportunities to promote spare parts kits, recommended stock parts, and other aftermarket offerings.
• Support customer satisfaction initiatives and deliver a high level of service throughout the customer experience.

Parts Research & Quotation Management

• Research and identify replacement part numbers using machinery drawings, bills of materials (BOMs), engineering documentation, and ERP data.
• Collaborate with Aftermarket Engineering and other technical resources to ensure accurate part identification as needed.
• Maintain current pricing and lead time information to support accurate quotations and margin objectives.
• Prepare and issue quotations, order acknowledgements, and order confirmations using Syteline.
• Ensure all customer quotations are accurate, complete, and aligned with current pricing and lead-time information.

Order Management & Expediting

• Process customer purchase orders and maintain accurate records within Syteline and Salesforce.
• Create and manage customer inquiries, cases, and communications through Salesforce and Email-to-Case processes.
• Monitor open quotations and orders to ensure timely action and customer responsiveness.
• Coordinate with Purchasing, Manufacturing, Inventory Control, Engineering, Quality, and other departments to obtain status updates and resolve issues.
• Proactively follow up on outstanding requests to ensure customer inquiries, quotations, and orders continue moving through the organization without unnecessary delays.
• Establish and communicate realistic delivery commitments while actively managing orders to support on-time shipment performance.
• Manage urgent customer requests, machine-down situations, expedited orders, same-day shipments, and overnight delivery requirements.
• Escalate issues when necessary to prevent delays and support customer commitments.
• Support departmental KPIs related to customer responsiveness, quote turnaround, order processing, and on-time delivery.

Shipping & Fulfillment Administration

• Process shipment transactions within Syteline and maintain accurate shipping records.
• Generate shipping labels and shipment documentation through UPS, FedEx, and other carrier platforms.
• Coordinate freight arrangements and special shipping requirements with carriers and logistics providers.
• Review shipping documentation to ensure accuracy and compliance with customer requirements.
• Support return material authorization (RMA) activities and related documentation processes.

Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor's Degree preferred.
• Minimum of 2 years of experience in customer service, spare parts sales, inside sales, order management, customer support, or aftermarket operations.
• Experience within a manufacturing, industrial equipment, custom machinery, or aftermarket environment preferred.
• Strong attention to detail and time-management skills with the ability to manage multiple priorities simultaneously.
• Demonstrated ability to work effectively in a high-volume, fast-paced environment across departments.
• Excellent verbal and written communication skills.
• Strong problem-solving and follow-up skills.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Experience with ERP/CRM systems; Syteline and Salesforce experience preferred.
• Basic understanding of mechanical and electrical components preferred.