Customer Experience Specialist - Parts Counter Sales / Heavy Equipment

Posted 9 days ago

wheeler machineryPhoenix (AZ)

Parts Salespersons Construction and Mining (except Oil Well) Machinery and Equipment Merchant Wholesalers

SENIORITY

Senior

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About the role

Customer Experience SpecialistICM Solutions, a leader in crushing, underground mining rebuilds, and white paving equipment across the Mountain West, is looking for a Customer Experience Specialist for our Parts Counter Team at our growing Phoenix branch. This role is ideal for someone who thrives behind a parts counter, knows how critical uptime is to contractors and quarry operations, and takes pride in getting customers the right part, right now. You will be the primary point of contact for external and internal customers needing parts and service support for owned or rented crushing and aggregate equipment. If you've worked with OEM parts systems, can juggle multiple urgent orders daily, and enjoy building long-term customer relationships, this role was built for you. This is an on-site position you must be available to work in the office Monday through Friday.

What You'll Do: As a key member of our Parts Counter team, you'll handle the full lifecycle of customer parts and service needs:

Identify, research, and quote heavy equipment parts using OEM and dealer parts systems
Create, manage, and follow through on customer orders from quote to delivery
Serve as the front-line parts contact for phone, email, and walk-in customers
Coordinate closely with the service department to schedule technicians and align parts availability
Recommend approved part substitutions when items are unavailable or backordered
Proactively manage need-by dates, freight options, and emergency orders to minimize downtime
Communicate clearly with customers regarding backorders, ETAs, freight, and logistics
Process will-call orders, stage parts, and ensure accurate pickup or shipment
Complete bids for service and parts sales quotations (PSQs)
Manage daily backorder queues and 30-day returns
Participate in required training and monthly phone/soft-skill development
Maintain a clean, safe, and organized parts environment
Take ownership of customer issues and drive them to resolution

Requirements:

Experience in parts counter sales (inside sales) or parts support for heavy equipment, construction, mining, aggregate, or industrial machinery preferred
Understanding of the urgency of equipment downtime and jobsite pressures
Ability to research parts accurately using schematics and OEM systems
Customer-focused mindset with the ability to build trust and long-term relationships
Excellent communication skillscalm, clear, and professional under pressure
Strong organizational skills with the ability to manage multiple open orders at once
Team-oriented approach and willingness to collaborate across departments
Sense of ownershipwhen there's a problem, you see it through to resolution
Continuous commitment to workplace safety
Pass pre-employment drug screen, background check, and MVR screen
Why Join ICM Solutions?
Fast-growing dealer with a bold vision to be the best in crushing, underground mining rebuild, and white paving equipment in North America
Parts professionals are valued hereyour expertise directly impacts customer success
Strong, people-first culture where collaboration and accountability matter
Competitive compensation and benefits package including PTO, sick time, medical, dental, vision, and life insurance, 401(k) with company match

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).

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