Aftermarket Inside Sales Representative

Hitachi•Holland, MI

1d•Onsite

About The Position

The Aftermarket Inside Sales Representative is responsible for supporting customers by responding to inquiries, preparing quotations, processing orders, and delivering a high level of service throughout the aftermarket customer experience. The Aftermarket Inside Sales Representative serves as a key point of contact for parts requests while proactively identifying customer needs, following up on sales opportunities, and uncovering potential opportunities for the Aftermarket Account Managers. This role works closely with customers, internal and external teams to ensure timely, accurate and professional support while contributing to revenue growth, customer satisfaction, and operational excellence.

Requirements

2+ years working in a Sales or other customer-facing role required
Proficient financial and commercial acumen required
Ability to read blueprints and engineering drawings
MS Office, Salesforce, Epicor and Windchill proficiency with advanced Excel skills required
Demonstrated oral and written communication skills
Proven ability to handle multiple projects and priorities with urgency
Exhibits a strong action orientation and takes initiative to solve problems
Demonstrated ability to work collaboratively with others, influence decisions, develop relationships, and build an effective team

Nice To Haves

Experience in the automation or aftermarket parts industry preferred

Responsibilities

Serve as a primary point of contact for inquiries related to aftermarket parts
Respond to customer and internal requests for quotations, parts identification, pricing, availability, and order status.
Prepare and deliver accurate and timely quotations for replacement parts, including Daily and Initial Provisioning spares.
Process customer orders and ensure accuracy of order entry and documentation within aftermarket systems.
Manage assigned customer inquiries from receipt to completion.
Identify opportunities to upsell and cross-sell, including but not limited to parts, training, field service, service contracts, enhanced warranties, and equipment upgrades and retrofits.
Qualify customer needs and route strategic sales opportunities to the appropriate Aftermarket Account Manager.
Maintain regular communication with suppliers and customers regarding quotation status, lead times, delivery schedules, and order updates.
Collaborate with Suppliers, Project teams, Build teams, Supply Chain, Logistics, Aftermarket Account Manager, and other internal or external teams team to resolve customer issues and support the development and delivery of quotations.
Assist customers in identifying replacement parts and recommending appropriate solutions.
Monitor quote backlog and ensure timely follow-up on outstanding opportunities and support quote conversions.
Maintain accurate customer, quote, order and relevant activity records within relevant business systems.
Escalate customer concerns, urgent requirements, and service issues as appropriate.
Support pricing execution and ensure compliance with established policies and approval processes.
Participate in lead generation activities, including but not limited to installed base campaigns and customer outreach initiatives.
Identify trends in customer purchasing behaviors and communication opportunities and lost sales/drift to leadership and Aftermarket Account Managers.
Meet established performance objectives for responsiveness, quote turnaround time, quote conversion, service attachment, or other as applicable.
Contribute to continuous improvement initiatives focused on customer experience, sales effectiveness and process efficiency.
Maintain a professional, customer-focused approach in all external interactions.