Service Parts Customer Representative / Aftermarket Sales

Gleason•Rochester, NY

10h

About The Position

Position Summary: The Service Parts Customer Representative/Aftermarket Inside Sales Representative is responsible for providing internal and external customer service for Gleason machines and support equipment. The position requires direct communication with Gleason customers to understand their needs and provide solutions that meet their expectations based on timing and cost. The candidate will also be required to successfully coordinate efforts of other internal functions in the process of quoting new business and managing sales orders. This position requires someone with excellent communication skills that is professional in all customer interactions. Essential Job Functions & Responsibilities: Manage Requests for Quote (RFQ) Create and actively manage Service Case Notifications Coordinate with Engineering, Supply Chain, and Production Control to obtain information necessary to complete quotes for customer requests. Verify parts to be quoted. Verify pricing and availability of parts being quoted. Monitor quote processing time and raise issues when necessary. Manage Quotes Provide quotes to customers and be the single point of contact for any and all questions related to the quote. Coordinate efforts with Regional Sales Managers for customer follow up and feedback on open quotes. Effectively manage open quote backlog and confidence level for winning orders. Manage Sales Orders Communicate regularly with customer regarding the status of their order and provide detailed information should delays occur Coordinate with Supply Chain and Production Control to get confirmation dates for parts on open orders. Identify shortages and late items and communicate with Supply Chain and Production Control for expedited processing. Support high levels of performance around on-time delivery metrics. Create deliveries for sales order shipments Inside Sales Support department initiatives with regard to sales growth and customer experience. Actively promote Gleason products and/or solutions. Work with customers to obtain market intelligence. Manage projects related to sales orders for long term programs, customer associated spare parts lists, etc. Work with field sales and department manager to identify and develop strategies that support new/or existing sales opportunities. Identify decision makers among the targeted leads in order to initiate sales process. Determine customer needs and requirements based on purchase history and suggest appropriate solutions for cost savings opportunities that will increase overall sales revenue. Maintain department metrics as assigned Create and update material pricing conditions Create and update machine equipment records as necessary

Requirements

Excellent written and verbal communication skills.
Strong relationship management skills with the ability to effectively interact with many different functional groups within the organization.
High level of organizational skills and attention to detail.
Strong planning and project management skills.
Technical background or aptitude (ex. ability to read mechanical, electrical or hydraulic prints, mechanic or electrician)
Focus on customer service and developing a positive overall customer experience.
Problem solving skills
Self-motivated
Bachelor’s Degree in Business or Engineering.
Minimum 4 years of experience in a similar discipline or 5+ years of machine tool customer service background will be considered.
Microsoft Office (Word, Excel, PowerPoint, Project)
Outlook
Internet
Cloud Based Platforms
SAP

Responsibilities

Manage Requests for Quote (RFQ)
Create and actively manage Service Case Notifications
Coordinate with Engineering, Supply Chain, and Production Control to obtain information necessary to complete quotes for customer requests.
Verify parts to be quoted.
Verify pricing and availability of parts being quoted.
Monitor quote processing time and raise issues when necessary.
Provide quotes to customers and be the single point of contact for any and all questions related to the quote.
Coordinate efforts with Regional Sales Managers for customer follow up and feedback on open quotes.
Effectively manage open quote backlog and confidence level for winning orders.
Communicate regularly with customer regarding the status of their order and provide detailed information should delays occur
Coordinate with Supply Chain and Production Control to get confirmation dates for parts on open orders.
Identify shortages and late items and communicate with Supply Chain and Production Control for expedited processing.
Support high levels of performance around on-time delivery metrics.
Create deliveries for sales order shipments
Support department initiatives with regard to sales growth and customer experience.
Actively promote Gleason products and/or solutions.
Work with customers to obtain market intelligence.
Manage projects related to sales orders for long term programs, customer associated spare parts lists, etc.
Work with field sales and department manager to identify and develop strategies that support new/or existing sales opportunities.
Identify decision makers among the targeted leads in order to initiate sales process.
Determine customer needs and requirements based on purchase history and suggest appropriate solutions for cost savings opportunities that will increase overall sales revenue.
Maintain department metrics as assigned
Create and update material pricing conditions
Create and update machine equipment records as necessary