Aftermarket Parts & Solutions Specialist

Modern Packaging, LLC; Deer Park (NY); On-site; USD 68,770,000 - 77,366,000; Full time

Job summary

ProMach, Inc. in Deer Park, NY, is seeking a Customer Support & Parts Sales specialist to serve as the primary contact for spare parts inquiries, pricing, and order status.

You will coordinate with multiple departments to ensure accurate part identification and timely delivery. The role involves researching part numbers from BOMs and drawings, issuing quotations in Syteline, managing orders in Salesforce, and promoting aftermarket options.

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.
• 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.

Responsibilities

• 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.
• Research and identify replacement part numbers using machinery drawings, 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.
• 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.

Skills

Verbal communication

Written communication

Attention to detail

Time management

Multi-tasking

Education

High School Diploma

Associate or Bachelor's degree preferred

Tools

Syteline

Salesforce

Microsoft Office

ERP/CRM systems

Job description

ProMach, Inc. in Deer Park, NY, is seeking a Customer Support & Parts Sales specialist to serve as the primary contact for spare parts inquiries, pricing, and order status.

You will coordinate with multiple departments to ensure accurate part identification and timely delivery. The role involves researching part numbers from BOMs and drawings, issuing quotations in Syteline, managing orders in Salesforce, and promoting aftermarket options.