What are the responsibilities and job description for the Aftermarket Customer Service Rep position at OTC Industrial Technologies?
Competitive Pay: This position offers an hourly wage ranging from $23.00/hr. to $29.00/hr., depending on experience and qualifications.
Job Title: Aftermarket Customer Service Representative
Position Summary
The Aftermarket Customer Service Representative (CSR) serves as the primary point of contact for customers regarding parts orders, service requests, and warranty support related to rotating equipment (e.g., pumps, compressors, gearboxes, blowers, and motors). This role ensures a positive customer experience through accurate order management, responsive communication, and coordination with internal departments to meet customer needs and project deadlines.
Key Responsibilities
Education: Associate's or Bachelor's degree preferred (Business, Engineering, or related field).
Experience: 2–4 years of customer service or inside sales experience in an industrial/manufacturing setting. Experience with rotating equipment or mechanical components strongly preferred.
Skills:
Strong communication and interpersonal skills.
Proficiency in ERP and CRM systems (e.g., SAP, Oracle, or Epicor).
Attention to detail and ability to manage multiple priorities.
Understanding of mechanical or technical drawings a plus.
Job Title: Aftermarket Customer Service Representative
Position Summary
The Aftermarket Customer Service Representative (CSR) serves as the primary point of contact for customers regarding parts orders, service requests, and warranty support related to rotating equipment (e.g., pumps, compressors, gearboxes, blowers, and motors). This role ensures a positive customer experience through accurate order management, responsive communication, and coordination with internal departments to meet customer needs and project deadlines.
Key Responsibilities
- Act as the main liaison between customers and internal teams for all aftermarket inquiries.
- Respond promptly to customer requests for quotes, order status, delivery updates, and technical documentation.
- Manage incoming calls and emails to ensure timely and professional communication.
- Process customer purchase orders in ERP system accurately and in a timely manner.
- Review orders for pricing, part numbers, lead times, and terms of sale.
- Track order progress and proactively communicate any changes or delays to customers.
- Coordinate with procurement, production, and logistics to meet delivery commitments.
- Prepare and issue quotes for spare parts, repairs, and field service work.
- Work closely with Sales and Engineering to verify correct parts and technical compatibility.
- Follow up on outstanding quotes to convert opportunities into orders.
- Coordinate warranty claims, return material authorizations (RMA), and repair orders.
- Maintain records of service jobs and ensure proper documentation is completed.
- Maintain customer records, order history, and communication logs in CRM/ERP systems.
- Generate reports on quote-to-order conversion, delivery performance, and customer satisfaction.
Education: Associate's or Bachelor's degree preferred (Business, Engineering, or related field).
Experience: 2–4 years of customer service or inside sales experience in an industrial/manufacturing setting. Experience with rotating equipment or mechanical components strongly preferred.
Skills:
Strong communication and interpersonal skills.
Proficiency in ERP and CRM systems (e.g., SAP, Oracle, or Epicor).
Attention to detail and ability to manage multiple priorities.
Understanding of mechanical or technical drawings a plus.
Salary : $23 - $29
