Service Parts Customer Representative / Aftermarket Sales

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)
15. Create and actively manage Service Case Notifications
16. Coordinate with Engineering, Supply Chain, and Production Control to obtain information necessary to complete quotes for customer requests.
17. Verify parts to be quoted.
18. Verify pricing and availability of parts being quoted.
19. Monitor quote processing time and raise issues when necessary.
• Manage Quotes
15. Provide quotes to customers and be the single point of contact for any and all questions related to the quote.
16. Coordinate efforts with Regional Sales Managers for customer follow up and feedback on open quotes.
17. Effectively manage open quote backlog and confidence level for winning orders.
• Manage Sales Orders
15. Communicate regularly with customer regarding the status of their order and provide detailed information should delays occur
16. Coordinate with Supply Chain and Production Control to get confirmation dates for parts on open orders.
17. Identify shortages and late items and communicate with Supply Chain and Production Control for expedited processing.
18. Support high levels of performance around on-time delivery metrics.
19. Create deliveries for sales order shipments
• Inside Sales
15. Support department initiatives with regard to sales growth and customer experience.
16. Actively promote Gleason products and/or solutions.
17. Work with customers to obtain market intelligence.
18. Manage projects related to sales orders for long term programs, customer associated spare parts lists, etc.
19. Work with field sales and department manager to identify and develop strategies that support new/or existing sales opportunities.
20. Identify decision makers among the targeted leads in order to initiate sales process.
21. 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

Key Competencies:

• 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

Education/Experience/Training:

• 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.

Computer Skills:

• Microsoft Office (Word, Excel, PowerPoint, Project)
• Outlook
• Internet
• Cloud Based Platforms
• SAP

Travel Requirements:

• Occasional customer visits may be required.

The salary range in this posting depends on qualifications and experience. Actual compensation may vary, and this job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on relevant experience, qualifications/education, and other factors including work schedule, shift premiums, and overtime.

Gleason is an Equal Opportunity Employer and considers applicants for all positions without regard to age, disability, genetic information and/or predisposing genetic characteristics, marital status, national origin, race/color, religion, sex/gender, sexual orientation, military or veteran status, victim of domestic violence status, arrest or conviction record, or any other characteristic protected by applicable laws.

OFFICE ENVIRONMENT

PHYSICAL DEMANDS

The physical demands described here are representative of those that would need to be met by an employee to successfully perform the essential functions of this job in an office environment. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job may include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job in an office environment. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

REASONABLE ACCOMMODATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed. Employees are required to follow any other instructions and to perform any other duties requested by their manager or supervisor.

DISCLAIMER

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed and is not an all inclusive summary of job duties and responsibilities. The omission of specific statements or duties and responsibilities does not exclude them from the position if the work is similar, related or a logical assignment to the position. This job description does not constitute an employment agreement between the employer and employee and is subject to change by the Company as the needs of the Company and requirements of the job change.