CUSTOMER SUPPORT

Position Summary

The Customer Support Specialist is responsible for providing high‑quality support to customers requiring spare parts for WAM bulk handling machinery. The role ensures accurate identification of components, quotation preparation, order management, and close coordination with sales, technical teams, and warehouse operations. The position plays a crucial role in maintaining customer satisfaction, reducing downtime, and supporting the efficiency of WAM Inc’s aftermarket business.

Key Responsibilities

Customer Interaction & Technical Support

• Respond promptly to customer inquiries via phone, email, and CRM platforms.
• Assist clients in identifying the correct spare parts for bulk handling equipment (screw conveyors, valves, filters, mixers, etc.).
• Interpret technical drawings, machine BOMs, and equipment serial numbers to ensure part compatibility.
• Provide product-related clarifications and recommend alternative or upgraded part solutions when appropriate.

Quoting & Order Processing

• Prepare accurate quotations for spare parts in coordination with internal systems and price lists.
• Process purchase orders, enter customer orders into ERP/SAP, and follow up on delivery timelines.
• Manage returns, warranty claims, and defective part exchanges when required.

Internal Coordination

• Work closely with the Spare Parts Manager (Gabe Reed) to ensure part availability and technical correctness. 
• Communicate effectively with warehouse teams to track inventory, shipment status, and urgent requirements.
• Collaborate with Product Managers for complex identification or troubleshooting cases.
• Share customer feedback with Product Managers (internal reference from WAM Inc org structure) to improve reliability and parts availability.

Inventory & Data Management

• Access inventory databases to verify stock quantities and lead times.
• Update internal systems with customer interaction notes and technical findings.
• Monitor recurring spare parts issues and communicate trends to management.

Required Skills & Qualifications

Technical & Professional Skills

• Experience in customer support, spare parts, or technical service—ideally in industrial machinery or bulk handling equipment.
• Ability to read mechanical drawings and understand machine components (screws, gear motors, valves, filters, mixer internals, etc.).
• Understanding of spare parts processes: quoting, ordering, returns, warranties.
• Familiarity with ERP software (SAP).
• Solid problem‑solving skills and the ability to work in fast‑moving environments.

Soft Skills

• Excellent communication skills (verbal and written).
• Strong customer orientation and service mindset.
• Ability to multitask and prioritize under pressure.
• Detail‑oriented and organized.
• Team‑player with cross-department collaboration skills.

Preferred Qualifications

• Previous experience in bulk material handling equipment or similar industrial sectors.
• Mechanical or technical background (formal or practical).
• Experience handling spare parts for rotating equipment, conveyors, valves, dust filtration, or mixers.
• Knowledge of WAMGROUP product lines is a strong plus.