AfterMarket Rep (Order Processor)

DRB; United States; Remote; USD 30,000 - 33,000; Full time

Job summary

DRB (A Vontier Company) is seeking an AfterMarket Services Representative to ensure accurate entry and management of customer orders via phone or email, with a focus on timely updates, RMA handling, and cross-functional support.

You will work remotely, handling order processing, quotes, and documentation in Salesforce while collaborating with Accounting, Sales, Development and Operations to improve order accuracy and customer satisfaction.

Qualifications

• High School Diploma or equivalent.
• Proficient in MS Office with 2+ years experience.
• Strong team collaboration skills, especially in remote environments.
• Ability to work independently with professionalism and integrity.
• Customer service focused, detailed oriented with multitasking ability.
• Experience providing customer support in a service or product sales environment.

Responsibilities

• Manage inbound and outbound calls for orders and RMAs, ensuring high customer satisfaction.
• Monitors and maintains the open call queue for DRB Tunnel Orders.
• Provide product and component information, recommending appropriate parts as needed.
• Prepare quotes for hardware and software, with follow-ups within 30 days.
• Ensure accuracy in order processing, shipment, and RMA handling.
• Create and update order documentation in Salesforce, logging customer feedback and resolutions.
• Configuration and testing of equipment sent out through the aftermarket process.
• Assists Service Technicians on receipt and maintenance of loaner/swap equipment.
• Provide order support across departments, such as Accounting, Sales, Development, and Operations.
• Must demonstrate willingness to assist others on the AMS team and is able to work productively in an independent environment.
• Resolves complex customer service issues and escalates when necessary.
• Communicate with Supervisor and/or Operations Management on significant issues from customers and employees.
• Maintain awareness of company policies and service standards, communicating them to both internal and external customers when needed.
• Engage in initiatives to improve order accuracy, decrease incoming calls, and enhance customer satisfaction.
• Performs other duties as assigned by Management.

Skills

MS Office

Team collaboration

Customer service

Time management

Independent work

Stress tolerance

Education

High School Diploma

Tools

Salesforce

Job description

DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.

WHAT WE DO: enabling the future of vehicle care – wherever the road takes you.
WHY WE DO IT: To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

JOB PURPOSE: The AfterMarket Services Representative is responsible for ensuring the accurate entry and management of customer orders received via phone or email, prioritizing customer satisfaction. This role involves providing timely order updates, handling change requests, and managing Return Merchandise Authorization (RMA) processes. The representative will work closely with cross-functional teams to support successful customer implementations and ensure smooth processing of after-market orders.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each of these essential functions at a satisfactory level. Other essential and non-essential functions may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Manage inbound and outbound calls for orders and RMAs, ensuring high customer satisfaction.
• Monitors and maintains the open call queue for DRB Tunnel Orders.
• Provide product and component information, recommending appropriate parts as needed.
• Prepare quotes for hardware and software, with follow-ups within 30 days.
• Ensure accuracy in order processing, shipment, and RMA handling.
• Create and update order documentation in Salesforce, logging customer feedback and resolutions.
• Configuration and testing of equipment sent out through the aftermarket process.
• Assists Service Technicians on receipt and maintenance of loaner/swap equipment.
• Provide order support across departments, such as Accounting, Sales, Development, and Operations.
• Must demonstrate willingness to assist others on the AMS team and is able to work productively in an independent environment.
• Resolves complex customer service issues and escalates when necessary.
• Communicate with Supervisor and/or Operations Management on significant issues from customers and employees.
• Maintain awareness of company policies and service standards, communicating them to both internal and external customers when needed.
• Engage in initiatives to improve order accuracy, decrease incoming calls, and enhance customer satisfaction.
• Performs other duties as assigned by Management.

SUPERVISORY RESPONSIBILITIES: This role has no supervisory responsibilities.

The position works under general direction of the AfterMarket Sales Supervisor and Director of Support Services, exercising discretion and independent judgment with respect to matters of significance in the department.

Human relations

This position interacts with both internal and external customers.

MINIMUM REQUIREMENTS:

• High School Graduate or equivalent.
• Must be able to work 10am-7pm Monday thru Friday and rotating Saturdays.

Skill Sets:

• Proficient in MS Office (Outlook, Excel, Word, Power Point) with 2+ years of experience.
• Working cooperatively in partnership with others to help a team or work group achieve its goals, showing strong team collaboration skills, especially in remote work environments
• Ability to work independently with professionalism and integrity.
• Customer Service focused, detailed orientated with an ability to multi-task.
• Experience providing customer support in a service or product sales environment. Previous experience in parts ordering is a plus, as is prior work with technical product or services.
• Ability to take initiative and self-manage. Stress tolerance with the ability to handle conflict and confront challenging issues in a fast-paced environment.
• Time Management - Managing one's own time and the time of others.
• Ability to work in a team environment and display professionalism at all times.

Physical Requirement/Working conditions:

• This is a full time remote position. Further discussion on expectations will be discussed once hired.
• Uninterrupted high speed Internet connection (DSL / Cable).
• Smartphone: Android or iPhone (necessary for dual authentication requirement).
• The individual must be able to remain in a stationary position for 90 percent of the time.
• Individual will be responsible to set up and support a home office space and environment to support an uninterrupted customer experience. Equipment supplied is to be used for business purposes only.
• Employees must arrange for childcare during their work hours.
• Up to 5-10% travel for trainings, sales meetings and other team building as approved in advance by Supervisor/Management Team.

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com .

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as “Vontier Company”.

Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail [e-mail].

The base compensation range for this position is $22.00 to $24.00 per hour. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

For this specific role, you may be eligible for overtime in accordance with state laws. Overtime hours are not guaranteed.

Vontier partners with you and your family on your health and wellness journey.Visit VontierBenefits.com to view our benefits.We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance.With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 120 hours each year, 14 paid holidays and paid sick leave.*

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant’s geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.