AfterMarket Representative (Order Processor)

JOB PURPOSE:The AfterMarket Services Representative is responsible for ensuring the accurate entry and management of customer orders received via phone or email, prioritizing customer satisfaction. This role involves providing timely order updates, handling change requests, and managing Return Merchandise Authorization (RMA) processes. The representative will work closely with cross-functional teams to support successful customer implementations and ensure smooth processing of after-market orders.ESSENTIAL FUNCTIONS & RESPONSIBILITIESManage inbound and outbound calls for orders and RMAs, ensuring high customer satisfaction.Monitors and maintains the open call queue for DRB Tunnel Orders.Provide product and component information, recommending appropriate parts as needed.Prepare quotes for hardware and software, with follow-ups within 30 days.Ensure accuracy in order processing, shipment, and RMA handling.Create and update order documentation in Salesforce, logging customer feedback