Remote Aftermarket Support Specialist

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 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.