Role Purpose
The primary purpose of the Parts Sales Support Specialist is to support the existing parts sales function by delivering accurate, responsive and commercially effective service to customers, dealers and internal teams. The role handles enquiries, identifies the correct parts, prepares quotations, processes orders and provides proactive updates through to delivery.
The role also uses sales, order, backorder and inventory data to identify opportunities and support stock and purchasing decisions. This is an office-based individual contributor role with no people-management responsibility. Pricing, purchasing and stock decisions remain subject to the Parts Supervisor's approval, and warehouse operations are not the primary focus of the role.
Key Responsibilities
1. Customer Enquiries & Technical Parts Identification
· Handle parts enquiries by telephone and email, providing professional and timely support to customers, dealers, service engineers and internal teams.
· Confirm machine model, serial number, application and customer requirements before identifying the correct part.
· Use electronic parts catalogues, manuals, technical drawings and system information to check part numbers, supersessions, compatibility and suitable alternatives.
· Provide accurate information on price, availability, lead time and delivery options, escalating technical uncertainty when required.
2. Quotations, Orders & Sales Administration
· Prepare clear and accurate quotations and follow them up in support of conversion into sales orders.
· Process sales orders accurately in the ERP system, checking customer details, part numbers, quantities, approved prices, delivery requirements and promised dates.
· Monitor open orders, shipments and backorders; expedite supply and provide proactive updates on expected delivery dates or delays.
· Support returns, credit requests, shortages, damaged deliveries and warranty-related parts administration in line with company procedures.
3. Proactive Parts Sales Support
· Support the existing parts sales colleague and Parts Supervisor with customer follow-up, workload cover and urgent requirements.
· Follow up open quotations, lost sales and agreed customer lists, and record outcomes and next actions.
· Use machine population, service activity and sales history to support targeted offers for service kits, filters, wear parts, ground-engaging tools and other relevant products.
· Support approved campaigns and promotions, capture customer feedback and report competitor pricing or availability information.
4. Order Fulfilment & Internal Coordination
· Work closely with the warehouse to ensure the correct parts are picked, packed and dispatched right first time and on time.
· Coordinate with service and machine sales teams on breakdowns, planned maintenance, machine handovers and other time-critical requirements.
· Liaise with LiuGong headquarters and external suppliers to resolve part-number, availability, shipment and product-information issues.
· Maintain clear ownership of enquiries and orders until completion, keeping customers and internal stakeholders informed.
5. Sales Analysis, Data & Commercial Support
· Prepare accurate sales and operational reports covering quotations, order intake, sales, gross margin, backorders, lost sales, fill rate and agreed customer or product trends.
· Maintain reliable customer, machine population, pricing and parts data in ERP systems; highlight sales opportunities, margin exceptions and data-quality issues to the Parts Supervisor.
6. Inventory & Purchase Planning Support
· Assist the Parts Supervisor with stock and replenishment reviews using sales history, open orders, lost sales, machine population, seasonality, supplier lead times and minimum order quantities.
· Prepare purchase-order or stock-adjustment proposals for review and approval, balancing customer service, freight cost and working capital.
· Monitor excess, slow-moving and obsolete stock and support agreed actions such as returns, transfers, campaigns or alternative usage.
· Improve standard reports, working procedures and data accuracy, and contribute to better response times, order accuracy and parts availability.
Key Performance Indicators(KPIs)
· Customer and dealer enquiry response time and service quality.
· Quotation accuracy, follow-up completion and supported conversion into sales orders.
· Sales-order accuracy, right-first-time fulfilment and on-time customer updates.
· Backorder follow-up, ageing and proactive communication.
· Contribution to parts sales, gross margin and agreed campaign or customer targets.
· Accuracy and timeliness of ERP data, sales reports and inventory support.
· Contribution to stock availability, team workload and agreed continuous-improvement actions.
Qualifications & Experience
Essential
· Relevant experience in parts sales, parts advising, sales support, order processing or customer service within construction equipment, agricultural machinery, material handling, automotive, commercial vehicles or another technical parts environment.
· Ability to identify parts accurately using machine details, electronic catalogues, manuals or technical drawings.
· Strong customer-service and communication skills, with confidence handling enquiries and follow-up by telephone and email.
· Good commercial awareness, including an understanding of pricing, discount control, gross margin, freight cost and customer urgency.
· Good Microsoft Excel and general computer skills, with the ability to prepare accurate reports and work with detailed sales and inventory data.
Desirable
· Direct experience with construction equipment parts, including excavators, wheel loaders or other heavy machinery.
· Knowledge of common service parts, filters, engines, hydraulics, undercarriage, wear parts and ground-engaging tools.
Personal Attributes
· Customer-focused, responsive and committed to getting the right part to the customer first time.
· Commercially minded and comfortable supporting sales while protecting agreed pricing and margin.
· Technically curious and willing to build detailed knowledge of LiuGong machines and parts.
· Proactive, accountable and willing to follow enquiries and orders through to completion.
· Collaborative, accurate and calm when dealing with urgent customer or machine-down requirements.
Pay: From £30,000.00 per year
Benefits:
- Company pension
- On-site parking
- Private medical insurance
Work Location: In person
