Buffalo Materials Handling (BMH), a trusted provider of material handling equipment, parts, and lift equipment services is seeking a full-time Customer Service & Sales Support (CSS) representative for our Rochester territory. This role combines customer service, account management, and sales support to promote BMH’s maintenance contracts, service offerings, and parts solutions.
BMH specializes in the sales, service, and maintenance of forklifts, aerial lifts, dock equipment, and custom material handling systems. We are a customer-driven, quality-focused company that offers competitive compensation and a supportive, entrepreneurial work environment. We provide training and the support of inside sales and service teams to ensure your success.
General Role Summary:
The CSS Representative is responsible for maintaining and growing service-based revenue by promoting maintenance contracts, planned maintenance agreements, parts programs, and repair services for forklifts, aerial lifts, dock equipment, and material handling systems.
This role focuses on building strong relationships with existing customers while identifying new service opportunities through consistent outreach, follow-ups, and consultative conversations. The CSS Representative will work closely with service managers, technicians, parts specialists, and sales teams to ensure customers receive reliable, responsive support that improves equipment performance and reduces downtime.
Principal Responsibilities:
- Promote and sell maintenance contracts, planned maintenance agreements, and repair service programs for lift equipment and dock systems.
- Maintain and grow an assigned base of existing customers by providing exceptional customer service, follow-up, and proactive communication.
- Identify opportunities with new customers through outbound calls, email outreach, quoting, and prospecting efforts.
- Support customers in understanding recommended maintenance schedules, repair needs, parts availability, and cost-effective service solutions.
- Respond to service inquiries, provide quotes, and coordinate with service dispatch, technicians, and parts departments to ensure timely completion of work.
- Track customer activity and sales progress using CRM systems; maintain accurate notes, quotes, follow-ups, and pipeline updates.
- Collaborate with territory sales representatives to support equipment sales with complementary service and maintenance solutions.
- Ensure customer satisfaction by providing clear communication, fast response times, and consistent support throughout the service process.
- Maintain a strong understanding of BMH’s service programs, maintenance procedures, and equipment categories to effectively communicate options to customers.
Knowledge, Skills, and Abilities:
- Minimum two years of experience in customer service, inside sales, service coordination, or related roles.
- Experience in equipment service, parts, logistics, warehouse operations, or material handling is preferred but not required.
- Strong phone communication skills, outbound calling comfort, and familiarity with prospecting and service-based selling.
- Ability to learn and explain maintenance plans, service options, repair processes, and equipment support programs.
- Strong computer skills, including experience with MS Office, CRM systems, and virtual platforms for communication and quoting.
- Excellent organizational abilities with the capacity to manage multiple accounts, follow-ups, service requests, and quotes simultaneously.
- Ability to work collaboratively with service technicians, parts staff, and account managers in a fast-paced environment.
- Strong customer-focused approach with the ability to handle inquiries professionally and ensure customer satisfaction.
Why Join BMH?
- Work with a market leader in materials handling and lift equipment, with access to a diverse product range and top-of-the-line manufacturers
- Be part of a team-oriented, customer-focused culture where your contributions directly impact the success of the business.
- Competitive compensation package with performance-based commissions.
- Opportunity for professional growth in an entrepreneurial and dynamic environment.
Benefits:
· $40,000 base salary plus a competitive commission structure
· 401k with generous company match
· Health Insurance
· Dental Insurance
· Life Insurance
· Health Savings Account
· Paid Time Off and Paid Holidays
Pay: From $40,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Work Location: In person
