Parts & Customer Support Specialist – 24/7 On-Call

KHS USA INC; Goerke's Corners (WI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Educational reimbursement

On-call OT premium

Life and Disability Insurance

Job summary

The Customer Support Representative is the first point of contact for KHS customers seeking to purchase spare parts for KHS filling and packaging products.

Responsibilities include receiving inquiries or orders via phone/email, updating SAP Cloud CRM, processing quotes in the ERP system, coordinating with Production Control and Purchasing, and tracking orders through delivery. This role also participates in a 24/7 on-call schedule and handles warranty claims and credit memos.

Qualifications

• Associate degree or equivalent from a two-year college or technical school.
• Five years of experience in customer service or parts sales for mechanical equipment, or an equivalent combination of education and experience.
• Medical, Dental, Vision insurance offered at 30 days of employment.
• Educational reimbursement program available.
• On-call premium of two hours OT per customer call while on 24/7 on-call program.
• Company-sponsored life and disability insurance.

Responsibilities

• Receive customer inquiries or orders via phone or email and add to CRM SAP Cloud.
• Process customer quotes within ERP system and coordinate with Production Control & Purchasing for scheduling and pricing.
• Process and confirm parts orders, verify terms and status; coordinate with Accounting for payment terms beyond Net 30.
• Log after-hour calls in SAP Cloud CRM for after-sales profitability.
• Manage and track order status for customer portfolio and follow up until delivery.
• Maintain electronic filing of order documents in SAP Cloud CRM.
• Participate in rotating weekly 24/7 on-call schedule to cover non-business hours.
• Process warranty claims and applicable credit memos.
• Proactively contact customers within assigned region.
• Maintain customer data in SAP ERP system (contacts, terms, incoterms, shipping).

Skills

Customer service

Parts sales

Mechanical equipment knowledge

Education

Associate degree or equivalent

Tools

SAP Cloud

ERP System

Job description

The Customer Support Representative is the first point of contact for KHS customers seeking to purchase spare parts for KHS filling and packaging products.

Responsibilities include receiving inquiries or orders via phone/email, updating SAP Cloud CRM, processing quotes in the ERP system, coordinating with Production Control and Purchasing, and tracking orders through delivery. This role also participates in a 24/7 on-call schedule and handles warranty claims and credit memos.