Aftermarket Customer Service

As an Aftermarket Customer Service, you will play a crucial role in the growth of our Aftermarket Mixers division. You will collaborate with global and cross-functional teams to deliver mixer projects across industries in the Americas and beyond.

PRINCIPAL DUTIES AND RESPONSABILITIES

• Process Aftermarket orders efficiently and focus on reducing the TTD to meet established benchmarks.
• Perform order entry twice daily and address 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 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.).