Customer Experience – Aftermarket

The Aftermarket Specialist supports Wabash’s aftermarket operations by managing customer inquiries, processing orders, coordinating ticketing systems, and delivering operational reporting across multiple manufacturing sites and product lines. This role acts as a central liaison between customers, engineering, manufacturing, shipping, and parts teams to ensure accurate order fulfillment, timely communication, and effective resolution of technical and operational issues.

Success in this position requires strong organizational skills, exceptional attention to detail, and the ability to manage multiple workflows and communication channels while maintaining high customer service standards and operational accuracy.

Key Responsibilities

Order Management

• Process and manage aftermarket purchase orders across multiple locations, including Lafayette (North & South), Little Falls, Cadiz, DuraPlate, AeroSkirt, and Test Lab.
• Verify order details and supporting documentation before order entry and shipment.
• Monitor orders from entry through shipment, proactively identifying and resolving issues.
• Coordinate with cross-functional teams to address delays, documentation gaps, or fulfillment challenges.

Customer Communication & Support

• Manage communication through multiple customer inboxes, including Aftermarket Orders, general aftermarket, and Cadiz-specific channels.
• Respond to inquiries regarding order status, documentation, returns, quotes, and product support.
• Provide timely follow‑up and escalate requests to engineering, manufacturing, or operations as required.
• Build and maintain strong customer relationships through accurate, responsive communication.

Technical Support & Parts Identification

• Assist customers in identifying aftermarket parts using VIN numbers, BOM data, limited descriptions, or images.
• Research trailer build histories and BOM information to determine exact part numbers.
• Collaborate with engineering teams to resolve complex technical issues.
• Ensure high accuracy in parts identification to prevent incorrect orders or operational disruptions.

Ticketing & Request Management

• Monitor and manage ServiceNow tickets submitted by Wabash Parts regarding documentation, order status, lead times, and troubleshooting.
• Review and assign parts identification tickets submitted through the SharePoint Parts ID portal.
• Monitor Qualtrics tickets related to aftermarket inquiries and route them to the appropriate teams.

VIN Tag Support

• Support VIN BOM operations, including VIN tag printing and replacement requests.
• Provide VIN printing support for Grand Rapids operations.
• Coordinate VIN replacement requests for strategic accounts such as FedEx, Werner, Old Dominion, and Swift.

Reporting & Operational Support

• Prepare and distribute weekly Aftermarket Open Order Reports (OOR) across multiple facilities.
• Provide weekly reporting for key accounts, including New Life.
• Manage and maintain Cadiz open order reports for operational review meetings.
• Maintain visibility into order status and key operational performance metrics.

Process Improvement & Cross-Functional Collaboration

• Participate in cross‑functional meetings supporting aftermarket operations.
• Develop and maintain workflow tools and process documentation to increase operational efficiency.
• Assist with process alignment and continuous improvement initiatives.
• Support Test Lab ordering processes and other operational tasks as needed.

Key Performance Indicators (KPIs)

• Accuracy and timeliness of order processing
• Customer response time and service quality
• Resolution time for customer inquiries and support tickets
• Accuracy of parts identification and documentation
• Accuracy and timeliness of open order reporting
• Effectiveness of cross‑functional collaboration and operational support