Customer Service Specialist - OEM Parts & Technical Support

Salary: $32.00 - $36.00 per hour

Position Overview

We are seeking a customer focused professional to act as the primary contact for customers seeking OEM replacement parts and technical support. This role collaborates closely with internal engineering, operations, warehouse, and logistics teams to ensure precise order processing, timely communication, and an exceptional customer experience.

Key Responsibilities

• Serve as the main point of contact for customers requesting OEM replacement parts, delivering outstanding service via phone and email.
• Foster and maintain strong customer relationships through professionalism, empathy, responsiveness, and a proactive problem-solving approach.
• Assist customers in identifying replacement part numbers, compatible or alternative components, available accessories, product documentation, inventory status, pricing, and lead times.
• Coordinate with engineering, operations, warehouse, production, and logistics teams to fulfill orders and resolve customer issues.
• Process inquiries, quotes, and orders accurately while ensuring all customer requirements are met.
• Handle multiple requests concurrently while navigating various internal systems and databases.
• Assess customer requests and decide on customized solutions, substitutions, and order specifications.
• Monitor open orders and requests to ensure timely follow-up and resolution.
• Maintain up-to-date knowledge of product offerings, configurations, replacement components, and new product updates.
• Support backlog management by tracking daily workflow, prioritizing requests, and helping meet service level expectations.
• Contribute to continuous improvement initiatives by identifying ways to enhance processes, customer experience, and operational efficiency.
• Provide support for global customer service initiatives as business needs require.

Qualifications

• Associate's or Bachelor's degree preferred, or an equivalent combination of education and 3 to 5 years of relevant customer service experience.
• Experience supporting customers in a technical, manufacturing, industrial equipment, machinery, or OEM parts environment is highly preferred.
• Proven experience delivering customer support via phone and email in a high-volume environment.
• Strong analytical and problem-solving skills with the ability to make sound decisions independently.
• Comfortable handling multiple priorities while maintaining accuracy and attention to detail.
• Excellent interpersonal, verbal, and written communication skills.
• Strong customer service mindset with the ability to build trust and long-term relationships.
• Self-motivated and able to work independently in a fast-paced environment.
• Proficient with Microsoft Office applications, including Outlook, Excel, Word, and Power BI.
• Experience using ERP and CRM systems is preferred.
• Knowledge of manufacturing processes, industrial equipment, or custom-engineered products is considered a strong asset.
• Must be flexible to support varying work schedules, including occasional after-hours or weekend coverage when business needs require.

Ideal Candidate

The ideal candidate thrives in a fast-paced manufacturing environment and enjoys resolving customer challenges. They are analytical, decisive, highly organized, and comfortable balancing multiple priorities while delivering exceptional customer service. Experience supporting customized products or engineered solutions, along with the ability to collaborate across multiple internal departments, will contribute to success in this role.

Pay and Benefits

Pay: $32.00 - $36.00 per hour

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Location and Schedule

Location: Burlington, VT 05401

Work Location: In person