Customer Service / Inside sales

Customer Service / Inside Sales Representative – Spare Parts

Grand Rapids Mi

Description

The Customer Service / Inside Sales Representative for Progressive Surface plays a key role in delivering an exceptional customer experience by guiding customers through spare parts inquiries, quotations, and order processing and also connecting them with the right technical experts to meet their needs.

This role serves as the primary point of contact for customers seeking replacement parts for our innovative machines, ensuring timely responses, accurate order entry, and exceptional customer service and customer follow-through. The representative works closely with engineering, purchasing, production, and shipping teams to meet customer needs and maximize aftermarket sales opportunities.

Essential Duties and Responsibilities

• Respond to customer inquiries regarding spare parts availability, pricing, lead times, and order status.
• Process customer purchase orders accurately and efficiently from receipt through final shipment.
• Identify and recommend appropriate replacement parts based on customer needs, equipment models, and specifications.
• Utilize marketing and sales techniques to identify and promote additional spare parts, products, and service opportunities that meet customer needs.
• Maintain knowledge of company products, equipment, and spare parts inventory.
• Coordinate with engineering and production teams to resolve technical questions and special requests.
• Work with purchasing to source non-stock or obsolete components. Provide customers with shipment tracking information and delivery updates.
• Manage customer records, pricing, and order history within the ERP/CRM system. Support warranty claims and returns processing when applicable.
• Maintain strong customer relationships through professional and timely communication.
• Collaborate with field service technicians regarding customer equipment and replacement part requirements.
• Generate reports related to quotations, sales activity, and customer requests. Other work-related duties as assigned.
• Qualifications Associate degree in Business, Sales, Supply Chain, Engineering Technology, or related field preferred.
• 2+ years of customer service, inside sales, manufacturing, or spare parts experience preferred.
• Experience with ERP systems and Microsoft Office applications. Ability to read mechanical drawings, bills of materials (BOMs), and equipment documentation is a plus.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Ability to prioritize work in a fast-paced manufacturing environment.
• Strong attention to detail and accuracy.

Key Competencies

• Customer Focus
• Technical Aptitude
• Problem Solving
• Sales and Relationship Building
• Order Management
• Time Management
• Team Collaboration
• Attention to Detail

Working Conditions

Office environment within a manufacturing facility. Frequent communication via phone, email, and ERP systems. Occasional interaction with production, engineering, and warehouse personnel. This position plays a critical role in supporting customers after equipment installation while driving spare parts sales and ensuring customer satisfaction throughout the life of the equipment.

Pay: From $56,000.00 per year

Benefits

• 401(k)
• 401(k) 4% Match
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program

Work Location: In person