The Customer Support Representative provides customer support for aftermarket parts sales and service. This role is responsible for processing parts orders, quotes, returns, and warranty requests while coordinating with internal teams to ensure accurate order fulfillment and timely delivery.
The position serves as a key point of contact for customers, providing order updates, conducting parts research, coordinating with purchasing and warehouse teams, and ensuring a positive customer experience throughout the order lifecycle.
We offer:
Career Development
Competitive Compensation and Benefits
Pay Transparency
Global Opportunities
Learn More Here:https://www.dematic.com/en-us/about/careers/what-we-offer/
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The base pay range for this role is estimated to be $56,000 to $74,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.
Logistics and Supply Chain Careers at Dematic
Chart your path! Whether you are an engineer, customer service agent, supply chain expert, or salesperson, Dematic has a role for you.
Tasks and Qualifications:
What You Will Do In This Role:
Process customer parts orders, quotes, and return authorizations.
Manage both simple and sophisticated customer transactions related to aftermarket parts.
Respond to customer inquiries regarding order status, parts availability, returns, and warranty requests.
Provide timely updates to customers regarding order progress and shipment status.
Work closely with internal research teams and purchasing to identify parts, resolve discrepancies, and expedite orders when vital.
Research restricted, obsolete, or replacement parts and communicate available options to customers.
Coordinate with internal teams to resolve parts availability or technical inquiries.
Monitor order progress through SAP and coordinate with warehouse or carriers as needed.
Conduct regular follow-ups to verify target ship dates and communicate changes to customers.
Ensure timely processing of returns, warranty claims, and replacement orders.
Maintain strong working relationships with warehouse personnel, procurement, research teams, and other internal stakeholders.
Provide instructions to warehouse staff or vendors when needed to expedite shipments or resolve order issues
Apply SAP along with other internal systems to process orders, track shipments, and manage customer requests.
Maintain accurate documentation and transaction records within company systems.
Perform other related duties as assigned.
What We Are Looking For:
1-5 years of experience in customer service, logistics, manufacturing, or an industrial equipment environment preferred.
Experience handling computer-based transactions and order management systems.
Solid understanding of SAP or similar ERP systems is helpful.
Strong attention to detail and follow-up skills.
Ability to manage multiple priorities in a fast-paced environment.
Effective problem-solving and organizational skills.
Strong communication skills and customer-focused mindset.
Ability to interpret or become familiar with technical parts descriptions, drawings, and mechanical/electrical components.
High school diploma or equivalent required; Bachelor's degree preferred.
Relevant work experience may be considered in place of formal education.
Additional certifications or training related to logistics, customer service, or technical fields may be helpful.
Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
