Customer Experience Specialist - Parts Counter Sales / Heavy Equipment

ICM Solutions•Phoenix, AZ

4d•Onsite

About The Position

ICM Solutions is seeking a Customer Experience Specialist for their Parts Counter Team at their Phoenix branch. This role is for individuals who excel at parts counter sales, understand the critical importance of equipment uptime for contractors and quarry operations, and are dedicated to providing customers with the correct parts promptly. The specialist will be the main point of contact for both external and internal customers requiring parts and service support for owned or rented crushing and aggregate equipment. Experience with OEM parts systems, managing multiple urgent orders daily, and fostering long-term customer relationships are key. This is an on-site position requiring availability Monday through Friday.

Requirements

Experience in parts counter sales (inside 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 backordered.
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.