Aftermarket Customer Service

We are looking for an Aftermarket Customer Service Representative for one of our major multinational clients, a company with a presence in over 25 countries and more than 140 offices worldwide, specializing in engineering and sustainable process innovation for the pharmaceutical and chemical industries.

You will play a crucial role in the growth of our Aftermarket Mixers division, working closely with global and cross-functional teams to deliver mixer projects across industries in the Americas and beyond.

Principal Duties and Responsibilities:

• Process Aftermarket orders efficiently, focusing on reducing the Time to Delivery (TTD) to meet established benchmarks.
• Perform order entry twice daily and resolve any obstacles affecting order progress.
• Respond to customer communications (C4C) within 24 hours.
• Manage breakdown service and rapid response orders to align with customer commitments.
• Proactively communicate order status to customers, channel partners, and commercial teams to manage expectations.
• Answer incoming calls shared with the GMO customer service team.
• Ensure timely updates and provide necessary documentation to customers.
• Work closely with the Applications Engineering Leader to clarify order scope and reconciliation.
• Collaborate with Planning, Purchasing, and Manufacturing to meet delivery expectations.
• Assess the need for vendor outsourcing with the Global Facilitation Lead and other teams to meet delivery targets.
• Help ensure on-time delivery of mixer components during customer breakdowns.
• Proactively collaborate with internal teams and channel partners to improve quote conversion.
• Perform other duties as assigned.

Knowledge, Skills & Abilities:

• Ability to work independently with minimal guidance.
• Strong multitasking skills in a dynamic manufacturing and sales environment.
• Excellent interpersonal and communication skills (written & verbal).
• Ability to collaborate effectively with global teams and external customers.
• Proficiency in Microsoft Office (Excel).

Education and Experience:

• Associate degree in Business Administration or related field (Bachelor's degree preferred).
• 5 years of relevant experience in a manufacturing environment.
• Strong organizational skills and the ability to manage routine and complex tasks.
• Experience with ERP systems (SAP, Epicor, etc.).

If you are looking for an opportunity to work in a global, innovative, and sustainable industry, we would love to hear from you!