Customer Experience Specialist

ICM Solutions•Phoenix, AZ

4d•Onsite

About The Position

ICM Solutions, a leader in crushing, underground mining rebuilds, and white paving equipment across the Mountain West, is looking for a Customer Experience Specialist (CES) to join our growing Phoenix branch. This role is ideal for someone who thrives behind a parts counter, knows how critical uptime is to contractors and quarry operations, and takes pride in getting customers the right part, right now. You will be the primary point of contact for customers needing parts and service support for owned or rented crushing and aggregate equipment. If you’ve worked with OEM parts systems, can juggle multiple urgent orders daily, and enjoy building long-term customer relationships, this role was built for you. This is an on-site position — you must be available to work in the office Monday through Friday.

Requirements

Experience in parts counter sales or parts support for heavy equipment, construction, mining, aggregate, or industrial machinery preferred
Understanding of the urgency of equipment downtime and jobsite pressures
Ability to research parts accurately using schematics and OEM systems
Customer-focused mindset with the ability to build trust and long-term relationships
Excellent communication skills—calm, clear, and professional under pressure
Strong organizational skills with the ability to manage multiple open orders at once
Team-oriented approach and willingness to collaborate across departments
Sense of ownership—when there’s a problem, you see it through to resolution
Continuous commitment to workplace safety
Pass pre-employment drug screen, background check, and MVR screen

Responsibilities

Identify, research, and quote heavy equipment parts using OEM and dealer parts systems
Create, manage, and follow through on customer orders from quote to delivery
Serve as the front-line parts contact for phone, email, and walk-in customers
Coordinate closely with the service department to schedule technicians and align parts availability
Recommend approved part substitutions when items are unavailable or back-ordered
Proactively manage need-by dates, freight options, and emergency orders to minimize downtime
Communicate clearly with customers regarding backorders, ETAs, freight, and logistics
Process will-call orders, stage parts, and ensure accurate pickup or shipment
Complete bids for service and parts sales quotations (PSQs)
Manage daily backorder queues and 30-day returns
Participate in required training and monthly phone/soft-skill development
Maintain a clean, safe, and organized parts environment
Take ownership of customer issues and drive them to resolution