THE ROLE

• Respond to customer inquiries and convert quotes into sales.
• Build and maintain strong customer relationships.
• Ensure processes remain aligned with company objectives.
• Position is based in Tampa, Florida.

Primary Responsibilities:

• Liaise with customers regularly regarding replacement of impaired or worn spare parts.
• Resolve product or service issues by:
  • Clarifying the issue and determining the root cause.
  • Identifying the best solution.
  • Communicating with all involved parties.
  • Following up to ensure resolution and escalating when necessary.
• Research and prepare quotes based on customers’ operational needs, timelines, and budgets.
• Look up part numbers, provide quotes, process orders, and send confirmations to customers.
• Review supplier options and select sources based on cost, quality, and delivery timelines.
• Prepare accurate purchase orders and maintain records throughout the procurement lifecycle.
• Track shipments and proactively communicate status updates to customers.
• Investigate shipment delays, verify deliveries, and resolve discrepancies or damages.
• Monitor outstanding quotes and follow up to convert them into sales orders.
• Follow established quoting and ordering processes for spare-part requests from Field Service Technicians.
• Analyze return requests, inspect incoming returns, and complete internal return procedures.
• Coordinate supplier returns, replacements, credits, and repairs, including reordering and customer follow-up.
• Process blanket purchase orders for customers committing to annual part volumes.
• Obtain discount approvals with the Service Director and Service Sales Managers.
• Maintain inventory levels by proactively ordering commonly used parts.
• Manage customer requests for machine documentation, including quoting, sourcing, ordering, and delivery.
• Prepare detailed machine quotations covering:
  • Configurations and technical specifications.
  • Optional features.
  • Pricing structures.
• Collaborate with engineering, production, and sales to validate machine specifications, feasibility, and lead times.
• Ensure machine quotes include accurate costing, margins, freight, installation scope, and contractual terms.
• Convert approved machine quotes into sales orders with accurate pricing, specifications, and delivery schedules.
• Track machine orders, delivery timelines, and installation scheduling.
• Communicate proactively with customers regarding machine order status, delays, and changes.
• Manage change orders and revisions, including pricing and documentation updates.
• Ensure machine-related technical, commercial, and compliance documentation is complete and properly recorded.
• Monitor shared inboxes and triage communications according to department protocols.
• Maintain consistent messaging around product quality and service offerings.
• Communicate regularly with customers regarding orders and service requests.
• Identify opportunities to improve departmental processes and workflows.
• Collaborate with warehouse, logistics, production, and service teams to provide a seamless customer experience.
• Maintain accurate customer and machine data in Business Central.
• Record customer interactions, including inquiries, quotes, orders, complaints, and resolutions.
• Develop proficiency with Microsoft Office, Business Central, DocuWare, and Pro.file.
• Adhere to documentation standards and productivity tracking requirements.
• Perform other duties as assigned.

REQUIREMENTS

• Bachelor’s degree or equivalent experience.
• Intermediate proficiency with:
  • Microsoft Word.
  • Excel.
  • PowerPoint.
  • Outlook.
  • Teams.
  • OneDrive.
  • SharePoint.
• Fluent in English; bilingual skills are a plus.

TO BE SUCCESSFUL YOU’LL NEED

• Influence & Negotiation: Ability to negotiate solutions, positively influence customer relationships, and communicate persuasively.
• Initiative: Proactive, self-motivated, and willing to take action without being asked.
• Empathy: Ability to understand others’ perspectives and demonstrate care for customers and colleagues.
• Active Listening: Give full attention, ask clarifying questions, summarize conversations, and contribute ideas appropriately.
• Communication: Communicate clearly, concisely, respectfully, professionally, and confidently across different channels.
• Problem Solving: Assess situations, identify obstacles, make decisions, and develop effective solutions.
• Critical Thinking: Identify problems, research facts, recognize biases, focus on relevant information, and draw sound conclusions.
• Responsiveness: Address issues promptly, demonstrate urgency, and respect others’ time.
• Time Management: Plan ahead, prioritize tasks, stay organized, and manage competing responsibilities effectively.
• Attention to Detail: Produce thorough, accurate work with minimal errors and little need for correction.