Position: Customer Service and Parts Sales Coordinator

Reports to: Director of Aftermarket Sales and Business Development

Supervisory Responsibilities: None

CMD’s Purpose: Making It Better Together… We believe in building lifelong partnerships, providing high performing equipment and value-added solutions. We empower and trust our employees to take initiative and make decisions that drive our business forward. We strive to make a positive impact on the world around us.

Customer Service and Parts Sales Coordinator Summary: This position is responsible for selling machine parts and auxiliary machinery to both new and existing CMD customers. Key responsibilities include generating parts and machine quotations, responding to customer inquiries, and collaborating with technical team members in the field to support customer needs. This role also provides technical support to customers to ensure expectations are met and positive customer relationships are maintained. In addition, the position is responsible for administering the Return Goods Policy and Procedure.

Customer Service and Parts Sales Coordinator Essential Functions:

Responds to customer service calls regarding equipment, operational problems, troubleshooting and part identification. When necessary, relays information and directs customers and potential customers to find the information they need.
Creates parts quotes for both manufactured and purchased parts, as well as convenience replacement assemblies. Ensures that quotes are prepared accurately and efficiently for timely presentation to the customers.
Proactively contacts all assigned customers to check on the status of equipment at their facilities, offer assistance with any problems, and validates needs and expectations are being met.
Sells and processes parts orders, replacement assemblies, some retrofit kits and service contracts.
Collaborates with OPC (Order Processing Cell) to establishes accurate lead-times and cost for manufactured and purchased parts to ensure accurate and efficient preparation of customer quotes and sales order processing.
Collaborates with engineering when required to ensure market-relevant customer requests are attainable, accurate and timely.
Work with vendors from time to time to obtain accurate pricing, delivery, new part availability, address obsolescence issues and quality issue resolution.
Collaborates with Inventory Control and Shipping Specialist to ensure expedited sales order requirements can be met.
Enters and maintains purchased and manufactured parts pricing in ERP system.
Initiates credit memos to ensure customers receive proper credit, when applicable.
Assist with customer mailers and sends them to all customers in database. Responsible for maintaining an accurate, up-to-date customer database.
Prepares recommended spare part list for customers when the purchase new equipment.
Responsible for administration of the Return Materials Procedure which involves issuing RMAs to customers, initiating the proper paperwork, and returning items to suppliers for repair or replacement.
Acts as an agent for external manufacturers by supplying units, parts, and services. This involves price quotes and ensuring orders from the vendor are received and examined before re-shipment to customers.
Visibly supports lean manufacturing, process improvement, and cost reduction initiatives. Participates in rapid improvement events. Applies continuous improvement practices to one’s job. Supports transition activities, as required. Maintains an open mind throughout the change process. Works with others to continuously fuel improvement throughout the Company.
Contributes to CMD’s core competencies of Market Intelligence and Product Development by gathering and reporting all relevant information. This includes customer needs/wants/activities, and competitive information.
Supports and advocates CMD’s culture through practice of our values, and creating successful customers through engaged employees.
Responsible for own safety. Practices only safe work habits and ensures all safety rules are followed. Responsible to keep area clean and organized to ensure safe working conditions.

Performs other appropriate duties as required or requested by supervisor.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Customer Service and Parts Sales Coordinator Competencies:

Critical thinking skills
Strong attention to detail and accuracy
High energy level
Excellent verbal and written communication skills
Ability to work effectively under stressful conditions and manage frequent interruptions
Proficiency with computerized order entry systems and database programs
Working knowledge of an integrated manufacturing system
Technical background in both mechanical and electrical systems (preferred)
Ability to read and interpret engineering drawings (preferred)
Training in a second language, preferably Spanish (beneficial)

Education and Experience:

Associate’s Degree in Business, or an equivalent combination of experience and training
Two or more years of experience in technical sales

Work Environment: CMD is located in Appleton, WI. Our three facilities operate by secure entry, are well lit, air temperature controlled for comfort, and clean with low noise. Safety is our top priority. Our culture is centered around mutual respect, clarity of communication, and employee wellbeing.

Physical Demands:

While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, and use hands and fingers.
Physical movement is required to inspect, touch, bend, reach, stoop, kneel, crouch or twist in the capital equipment manufacturing process.
Specific vision abilities required by this job include close vision requirements and ability to adjust focus.
Light to moderate lifting may be required, up to 50 lbs.
Ability to navigate manufacturing floor environment, which may include walking on uneven surfaces, climbing stairs, and standing for extended periods.
Capacity to wear personal protective equipment such as safety glasses, ear protection, and hard hat as needed.
Ability to tolerate exposure to moderate levels of noise, vibration, odor, and varying temperatures in a manufacturing environment.
Ability to follow health and safety guidelines and protocols including emergency procedures.
Regular, predictable attendance is required.

Status: Full-time, exempt

Travel: None

Work Authorization/Security Clearance/Confidentiality: Must be authorized to work in the United States and adhere to CMD’s confidentiality agreement(s).

EEO Statement: CMD Corporation 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, pregnancy, parental status, gender identity or expression, political affiliation, or any other characteristic protected by federal, state or local laws.

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.