Customer Service Specialist (Bilingual in Mandarin)

Bodorlaser Inc•Schaumburg, IL

just now

About The Position

The Customer Relationship & Spare Parts Specialist plays a key role in supporting after-sales operations for laser cutting machines and welding equipment in the U.S. market. This position serves as a primary point of contact for customers while managing spare parts coordination, inventory records, and cross-functional communication. The role requires the ability to analyze inventory and service data, exercise independent judgment in spare parts decision-making, and collaborate closely with service, sales, logistics, and warehouse teams to ensure accurate, timely, and effective spare parts support. In addition to day-to-day execution, the position contributes to continuous improvement initiatives within after-sales operations to enhance customer satisfaction and operational efficiency.

Requirements

Associate’s degree or above; background in customer service, supply chain, logistics, business, or engineering fields preferred.
1–3 years of experience in customer service, after-sales support, order processing, spare parts coordination, or inventory-related roles preferred.
Strong customer service mindset with excellent verbal and written communication skills.
Familiarity with CRM, ticketing systems, ERP, or inventory management systems is a plus.
Proficient in Microsoft Excel and data tracking.
Detail-oriented, well-organized, and able to manage multiple tasks in a fast-paced environment.
Willingness and ability to assist with basic warehouse and shipping tasks when needed.
Capable of lifting up to 50 lbs.

Nice To Haves

Experience coordinating with cross-functional and cross-border teams across different time zones.
Bilingual in English and Mandarin is a strong plus.

Responsibilities

Serve as the primary after-sales contact for customers across the U.S. and Canada, professionally handling inquiries via phone and email.
Conduct proactive customer follow-ups through service or ticketing systems to collect feedback and support issue resolution.
Support customer satisfaction improvement through timely communication and effective coordination.
Plan and manage spare parts inventory based on equipment type (laser cutting machines, press brakes, welding equipment), usage patterns, service feedback, and historical demand.
Proactively recommend spare parts purchases and related services based on customer follow-up insights to improve equipment uptime.
Review BOMs, technical documentation, and service history to ensure accurate part identification and matching.
Coordinate with service engineers, warehouse staff, suppliers, and logistics partners to ensure timely and accurate parts delivery.
Evaluate part substitution options and collaborate with engineering or technical teams as needed.
Act as a liaison with headquarters or external vendors on part changes, updates, quality issues, or complaints.
Maintain accurate electronic inventory records for the U.S. warehouse, ensuring real-time tracking of inbound, outbound, and on-hand inventory.
Use ERP or inventory systems to monitor availability, track demand, and support procurement or transfer requests.
Lead or support quarterly inventory counts, analyze discrepancies, and assist with corrective actions.
Prepare inventory reports on stock turnover, slow-moving items, and critical part readiness.
Support the development of recommended spare parts kits for new machines or preventive maintenance programs.
Identify and implement process improvement opportunities in spare parts and service coordination workflows.
Support internal teams with technical documentation, training materials, and system updates.
Participate in quality reviews or customer escalation cases related to spare parts issues.
Assist with packing, shipping, and receiving as needed (approximately 10% of workload).
Provide coordination and planning support for after-sales service operations as assigned.