Customer Experience Specialist - Parts Counter Sales / Heavy Equipment

ICM Solutions, a leader in crushing, underground mining rebuilds, and white paving equipment across the Mountain West, is looking for a Customer Experience Specialist for our Parts Counter Team at our growing Phoenix branch. This role is ideal for someone who thrives behind a parts counter, knows how critical uptime is to contractors and quarry operations, and takes pride in getting customers the right part, right now. You will be the primary point of contact for external and internal customers needing parts and service support for owned or rented crushing and aggregate equipment. If you’ve worked with OEM parts systems, can juggle multiple urgent orders daily, and enjoy building long-term customer relationships, this role was built for you.

This is an on-site position — you must be available to work in the office Monday through Friday.

What You'll Do:

As a key member of our Parts Counter team, you’ll handle the full lifecycle of customer parts and service needs:

• Identify, research, and quote heavy equipment parts using OEM and dealer parts systems
• Create, manage, and follow through on customer orders from quote to delivery
• Serve as the front-line parts contact for phone, email, and walk-in customers
• Coordinate closely with the service department to schedule technicians and align parts availability
• Recommend approved part substitutions when items are unavailable or backordered
• Proactively manage need-by dates, freight options, and emergency orders to minimize downtime
• Communicate clearly with customers regarding backorders, ETAs, freight, and logistics
• Process will-call orders, stage parts, and ensure accurate pickup or shipment
• Complete bids for service and parts sales quotations (PSQs)
• Manage daily backorder queues and 30-day returns
• Participate in required training and monthly phone/soft-skill development
• Maintain a clean, safe, and organized parts environment
• Take ownership of customer issues and drive them to resolution