Customer Service Representative

Customer Service Representative – Parts Specialist

The Customer Service Representative – Parts Specialist plays a critical role in supporting our installed base while driving revenue growth within the Parts business. This position combines strong customer service skills, technical aptitude, and commercial awareness to deliver a best-in-class customer experience. The ideal candidate brings prior experience in a manufacturing environment and understands industrial equipment, spare parts, and customer support processes. The role requires the ability to interpret technical information, manage quotations and orders independently, and proactively identify opportunities to grow parts sales while maintaining strong customer relationships. The Parts Specialist works cross-functionally with Sales, Engineering, Supply Chain, and Finance to ensure seamless execution from inquiry to delivery, while continuously identifying opportunities for process improvement aligned with Lean principles.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries via phone and email.
• Provide timely responses to parts inquiries, offering light technical guidance on machine components and applications.
• Research and identify correct machine components using drawings, BOMs, and technical documentation.
• Prepare and issue accurate quotations in ERP/CRM systems and follow up to drive order conversion.
• Enter and manage sales orders, ensuring accuracy and completeness.
• Process credits and returns while supporting root cause analysis when required.
• Proactively identify opportunities to increase parts sales through upselling, substitutions, and value-added solutions.
• Conduct outreach to existing and inactive accounts to grow share of wallet.
• Collaborate with internal departments to ensure efficient order execution and resolve technical or logistical issues and make recommendations for solutions.
• Contribute to Lean initiatives by identifying and implementing process improvements.

Qualifications & Experience

• Minimum 2 years of experience in customer service, inside sales, sales, or aftermarket support. Prior experience in a manufacturing or industrial environment is preferred; however, candidates demonstrating a strong willingness to learn will also be considered.
• High school diploma or GED
• Language skills: fluent in Italian and English. One additional language will also be an advantage.
• Experience working with ERP systems and CRM platforms.
• Understanding of supply chain, order processing, and manufacturing workflows.
• Some technical background is a plus including ability to read technical drawings and parts breakdowns.

Knowledge, Skills & Competencies

• A need to succeed and drive to go beyond both personal and business goals
• Customer-focused mindset with a commitment to delivering exceptional service.
• Commercial awareness and ability to identify revenue opportunities.
• Strong verbal and written communication skills.
• Detail-oriented with excellent organizational and time management abilities.
• Ability to multitask and prioritize in a fast-paced environment.
• Self-motivated and able to work with minimal supervision.
• Strong collaboration skills and ability to interface across departments.
• Proficient in Microsoft Office and general business systems.

Alla Barry- Wehmiller selezioniamo persone con esperienze e talenti che vanno al di là delle pure competenze tecniche. Se la tua carriera lavorativa non è perfettamente in linea con la posizione, ti invitiamo comunque ad inviare la tua candidatura. Siamo consapevoli che esperienze diverse spesso portino innovazione, eccellenza e un apporto significativo all'azienda, per cui incoraggiamo i candidati con differenti background a mandare il proprio cv. Fateci sapere se avete necessità di supporto per l'alloggio durante le varie fasi di colloquio.

Company: BW Packaging