Parts Support Coordinator
Location: Hoffman Estates, IL
About the Role
Join a leading global automation and robotics organization supporting some of the world's most recognized manufacturers. This role serves as a key point of contact for customers purchasing aftermarket spare and replacement parts for industrial robotic systems. This is an excellent opportunity to build a long-term career with a growing organization known for internal advancement opportunities, strong benefits, and employee development.
This is a high-volume customer service role requiring strong organizational and communication skills. Typical workload includes approximately 100 emails per day and 10 to 15 phone calls per day. Heavy use of email and chat communication is required, with phone calls taking priority, though email is the primary communication channel.
Responsibilities
- Identify customer needs and product requirements
- Research and verify part numbers
- Confirm inventory availability and delivery schedules
- Prepare and provide customer quotations
- Enter and process customer orders
- Track orders through fulfillment
- Follow up regarding deliveries and invoices
- Process returns, warranty claims, and customer credits
- Provide order status updates
- Deliver professional, responsive customer service
- Handle inbound and outbound customer inquiries
- Respond promptly to callback requests
- Communicate critical information clearly and accurately
- Follow established call center procedures
- Maintain a positive and customer-focused approach
- Work closely with Finance, Purchasing, Inventory Planning, Logistics, Sales, Service, Technical Support, Training, Inventory Control, Traffic, and Warehousing teams
- Gather technical information to help customers identify the correct replacement parts
- Support teammates and provide backup coverage as needed
Qualifications
- Strong customer service experience
- Excellent verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience working with order processing and customer inquiries
- Ability to interpret technical parts manuals and documentation
- Strong attention to detail and problem-solving skills
- Proficiency with Microsoft Office and business systems
- Experience supporting industrial, manufacturing, automotive, technical, or parts-related customers is a plus
Schedule
First 6 Months (Training Period)
- Monday through Friday
- 8:00 AM to 5:00 PM
After Training (Approx. 6 Months)
- Monday through Friday
- 9:00 AM to 6:00 PM
- Up to 5 hours of overtime available and expected weekly
Shift Bidding Opportunities (After 9 Months)
- Employees may bid for alternate schedules including:
- 7:00 AM to 4:00 PM
- 8:00 AM to 5:00 PM
- Employees may also remain on the 9:00 AM to 6:00 PM schedule
- Schedules are typically developed 3 to 4 months in advance, allowing employees to effectively plan personal commitments
On-Call Rotation
- After approximately 9 months, employees will participate in a rotating remote on-call support schedule
- Approximately 4 weeks per year on rotation
- Remote work during assigned on-call weeks
- Monday through Monday coverage
- Typical schedule: 7:00 AM to 4:00 PM
- Average workload: 50 to 55 hours per week during on-call periods
- Includes paid on-call compensation
Pay
The pay range for this position is $24.00 - $25.00 per hour.
Benefits
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental, and vision
- Critical Illness, Accident, and Hospital insurance
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Additional Information
- This is a Contract to Hire position based out of Hoffman Estates, IL
- Pre-employment 5-panel drug screening required
- 7-year background check required
- This is a fully onsite position in Hoffman Estates, IL
Why Join Us?
- Excellent career growth and internal advancement opportunities
- Many employees move into other departments and specialized roles
- Outstanding benefits package available upon hire
- Generous PTO offerings
- Flexible scheduling opportunities as tenure increases
- Opportunity to support major manufacturing and automotive customers
- Stable, growing business with ongoing hiring due to expansion and internal promotions