Job Description
Job Description
About Gram Equipment
Gram Equipment is a leading global supplier to the ice cream industry, combining automation, design, and engineering excellence to help customers produce unique frozen products. Our employees are our most valued asset, and we are committed to – Ice Cream the Way You Like It
Position Summary
The Customer Service Representative (CSR) provides spare parts and service support to Gram Equipment customers and agents across North and Latin America. This role works closely with Sales and Field Service to ensure timely, accurate order fulfillment and excellent customer experience.
This position reports to the Spare Parts Manager and plays a critical role in aftermarket revenue and customer satisfaction.
Key Responsibilities
Customer & Order Support
- Serve as a primary point of contact for customer inquiries related to spare parts and service orders
- Manage the full inquiry‐to‐order lifecycle, including quotes, order entry, and status updates
- Handle urgent and time‐sensitive requests with accuracy and professionalism
- Communicate proactively with customers regarding lead times, pricing, and shipment status
Sales & Revenue Support
- Promote spare parts, service offerings, and upgrade opportunities
- Follow up on open quotes, documenting outcomes
- Support annual customer overhaul and maintenance programs
Order Management & Coordination
- Enter and manage customer orders in Business Central
- Coordinate with Purchasing and Warehouse teams
- Support domestic and international shipments
- Process returned parts (RMAs) in compliance with internal procedures
Qualifications
- 5–7 years of experience in customer service, order management, or inside sales (manufacturing or industrial environment preferred)
- Strong ability to manage multiple priorities and meet tight deadlines
- Experience working with ERP systems (Business Central preferred) and Microsoft 365
- High attention to detail, strong follow‐up skills, and customer‐focused mindset
- Ability to work cross‐functionally in a fast‐paced environment
- Bi-lingual Spanish a plus
What We Offer
- Competitive compensation and benefits
- Collaborative, international work environment
- Opportunity to contribute to a global market leader
How to Apply
Interested candidates should apply through Gram Equipment’s careers portal.
Https://www.gram-equipment.com/job-openings
Company DescriptionWe build industrial ice cream solutions with a focus on quality, innovation, and responsibility. With a global footprint and a people-first culture, we help producers respond faster to changing market needs—sustainably and reliably.
Company Description
We build industrial ice cream solutions with a focus on quality, innovation, and responsibility. With a global footprint and a people-first culture, we help producers respond faster to changing market needs—sustainably and reliably.