Job Summary:

The Sold-To-Order Parts Coordinator is responsible for managing customer-driven parts orders from initial inquiry through fulfillment, including returns and warranty processing. This role ensures accurate quoting, order entry, and issue resolution while serving as a primary point of contact for customers. The position directly supports revenue generation, customer satisfaction, and operational efficiency.

Customer Service & Order Management

• Serve as the primary contact for customer parts inquiries, order status, and issue resolution
• Prepare and deliver accurate parts quotations based on customer needs and specifications
• Convert approved quotes into sales orders, ensuring complete accuracy
• Maintain consistent communication with customers throughout the order lifecycle

Sales & Revenue Support

• Identify opportunities to upsell or recommend additional parts when appropriate
• Ensure pricing aligns with company guidelines and margin expectations
• Support timely conversion of quotes to orders to drive revenue

Order Fulfillment & Coordination

• Coordinate with purchasing, inventory, and production teams to source sold-to-order parts
• Monitor order progress and proactively communicate updates or delays
• Expedite critical or time-sensitive customer orders

Returns & Warranty Processing 

• Manage customer returns (RMA process), ensuring proper authorization and documentation
• Evaluate return requests in alignment with company policy (restocking fees, eligibility, timelines)
• Coordinate inspection and disposition of returned parts
• Process warranty claims, including validation of warranty coverage and root cause information
• Work with vendors and internal teams to resolve warranty issues and recover costs when applicable

Documentation

• Verify pricing, quantities, and terms prior to finalizing transactions
• Resolve discrepancies related to billing, orders, or shipments

Vendor & Internal Coordination

• Work with vendors to source non-stock or specialized parts
• Collaborate with engineering, service, accounting, and production teams to ensure technical and order accuracy

Systems & Recordkeeping

• Maintain accurate records within ERP or order management systems
• Track order history, customer interactions, pricing, and returns
• Generate reports related to parts sales, returns, and warranty activity

Required

• High school diploma or equivalent
• 2+ years' experience in customer service, inside sales, or parts/order processing
• Strong computer skills (ERP systems, Excel, Outlook)
• High attention to detail and strong organizational skills

Preferred

• Manufacturing or industrial equipment experience (Feldmeier-relevant)
• Familiarity with mechanical components (valves,pumps, stainless systems)
• Experience with quoting, invoicing, and RMA/warranty processes

Key Competencies

• Customer focus and responsiveness
• Attention to detail and accuracy
• Problem-solving and conflict resolution (important for returns/warranty)
• Time management and prioritization
• Commercial awareness (pricing, cost recovery, margins)

Physical Requirements:

· Primarily office-based with occasional interaction in shop/warehouse

· Ability to sit, stand, and/or walk for up to 8 hours per day.

· Occasional pushing, pulling, lifting, or carrying up to 20 lbs.

· Frequent/constant use of the hand, arm, and fingers to operate a computer keyboard, telephone, and other office equipment.

· Occasional bending and stooping.

· Ability to sit for extended periods and use standard office equipment