Parts, Sales and Aftermarket

About the role

The Parts Sales Advocate plays a crucial part in supporting Baker Thermal Solutions customers by obtaining the right replacement parts, spare parts, and related aftermarket support for their bakery equipment. This role involves responsive customer service, accurate order entry, technical support, and coordination with internal teams to enhance customer relationships and drive aftermarket revenue.

Responsibilities

• Respond to customer inquiries via phone, email, online channels, or in person, providing timely and professional support for parts, products, services, order status, and customer concerns.
• Aid customers with replacement parts, spare parts, and new spare-parts orders for existing Baker Thermal Solutions and legacy equipment.
• Collect, enter, confirm, and update orders for parts, products, and services in the appropriate ERP, CRM, or order-management systems.
• Research customer equipment history, drawings, manuals, historical files, and prior orders to identify correct parts and support accurate quoting.
• Troubleshoot and assist with resolving product, parts, and service issues; escalate technical matters to engineering, service, manufacturing, or other specialists when necessary.
• Prepare parts quotes and follow up on open opportunities to support agreed sales targets, quote conversion, and customer satisfaction goals.
• Maintain accurate customer records, including account notes, parts history, problems, complaints, resolutions, and follow-up commitments.
• Develop and maintain a working knowledge base of Baker Thermal products, aftermarket parts, service offerings, and evolving equipment applications.
• Cross-functionally coordinate with sales, service, engineering, purchasing, warehouse, and manufacturing teams to improve responsiveness and delivery reliability.
• Promote Baker Thermal Solutions' service, spare-parts, rebuild, inspection, and lifecycle support capabilities when appropriate to customer needs.
• Handle customer complaints professionally and ensure appropriate actions are taken to resolve problems and protect the customer relationship.
• Perform other related duties as assigned.

Requirements

• Excellent communication, customer-service, and interpersonal skills with the ability to build rapport with customers and internal teammates.
• Strong organizational skills, attention to detail, and ability to prioritize multiple inquiries, quotes, and follow-up commitments.
• Proficient computer skills, including Microsoft Office, and the ability to update and maintain customer, quote, and order records.
• Ability to learn ERP, CRM, inventory, database, and ordering systems; familiarity with ERP platforms is a plus.
• Mechanical aptitude and willingness to learn equipment operation, bakery applications, and parts identification.
• Ability to read and interpret blueprints, mechanical drawings, CAD drawings, manuals, and legacy technical documentation.
• Ability to research historical documents and files manually when information is not readily available in current systems.
• Professional, positive demeanor with strong written and verbal communication skills.
• Deadline-oriented and detail-oriented work style with follow-through on commitments.
• Fluency in English required; ability to speak and write Spanish is a plus.

Education and Experience

• A high school diploma or equivalent required.
• Previous experience in customer service, sales, parts sales, aftermarket support, inside sales, or a related customer-facing role required/preferred based on business need.
• Mechanical, manufacturing, industrial equipment, food-processing, or bakery-equipment experience preferred.
• Experience taking orders and working with customers by phone and email preferred.