Senior Aftermarket Customer Service Specialist (Parts, Warranty & Order Management)

The Aftermarket Customer Service Specialist independently manages the end-to-end parts order and warranty claim lifecycle for LUS-COT customers. The position owns parts quotations and pricing, order entry and fulfillment, warranty administration, customer and supplier communication, and account-development support. After onboarding, the incumbent is expected to resolve daily operational matters with limited supervision, reduce management workload, strengthen customer relationships, and develop toward broader Customer Service leadership responsibilities. For consideration, all candidates must apply through our online career portal to be considered for this opportunity. Please note that resumes submitted via email will not be reviewed. This position is not eligible for sponsorship. Applicants must be legally authorized to work in the United States without the need for current or future sponsorship. Responsibilities Essential Job Duties - Parts Order Administration and Fulfillment (Priority 1) Create and issue spare-parts quotations, establish and maintain accurate parts pricing and discounts, and process orders in Baan and other applicable systems. Own orders from receipt through delivery and invoicing, including order entry, acknowledgement, scheduling, backorder expediting, tracking, logistics coordination, and customer status communication. Coordinate with customers, internal sales, logistics, finance, warehouses, and Liebherr COT factories to ensure timely, accurate, and commercially sound order fulfillment. Create and maintain required sales, shipping, export, import, customs, and delivery documentation in accordance with applicable company procedures. Research and reconcile order, pricing, invoice, credit, freight, and payment discrepancies; escalate only matters requiring management authority. Maintain accurate customer, product, pricing, forecast, order, and transaction records; prepare concise operational and KPI reports. Negotiate routine commercial and delivery matters with internal suppliers within delegated authority and prepare recommendations for exceptions. Essential Job Duties - Warranty Claim Administration and Management (Priority 2) Administer customer and supplier warranty claims in LISA II and manage related workflow, documentation, status, and follow-up in SNOW. Review claims for completeness, contractual compliance, supporting evidence, required return parts, and submission deadlines before forwarding to the responsible factory. Create and process warranty-related sales orders, purchase orders, returns, credits, denials, and replacement-part transactions in Baan and applicable systems. Coordinate defective-part returns, core returns, inspections, shipment documentation, tracking, disposition, and credits with customers, logistics providers, and Liebherr COT factories. Monitor open claims, pursue timely factory decisions and credit notes, communicate status to customers, and resolve routine warranty disputes professionally. Maintain claim trackers and management visibility regarding aging, acceptance, rejection, recovery, recurring issues, and required actions. Develop and maintain practical standard work for claims, returns, credits, supplier follow-up, records, and escalations. Essential Job Duties - Customer and Account Development (Priority 3) Build trusted working relationships with assigned customers and serve as a reliable link among customers, account managers, internal teams, and Liebherr suppliers. Identify customer needs, service gaps, installed-base opportunities, and recurring demand that can expand parts, repair, warranty, or aftermarket business. Support account plans, forecasts, pricing reviews, customer meetings, and commercial follow-up in coordination with responsible sales or account managers. Use operational interactions to improve customer satisfaction, retention, and loyalty while protecting profitability and contractual compliance. Visit customers and Liebherr factories as business …

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