Customer Service Representative

Position Description

Provide administrative support to both front desk and Customer Service and other departments as needed, including making travel reservations, entering parts orders, writing quotes and sales orders and maintaining the customer service inquiry database. Receive customer service calls and forward to the appropriate personnel for technical support. Assist service personnel with problem resolution and communication of warranties, policies and standard procedures. This position will engage the customer, minimize cost, and increase the effectiveness of the Customer Service Department.

Key Responsibilities

• Occupy front desk and great customers and visitors professionally and answer phone calls and distribute to the appropriate party.
• Receive and dispatch incoming C/S phone calls, maintain phone records when appropriate.
• Assist with Field Service Reports (FSR), Return Material Authorizations (RMA), and Sales Order (SO) support during high traffic times.
• Expedite accurate and timely completion of FSR’s and Startup Reports, with monthly follow up on open issues.
• Follow-up on all open RMA’s on a routine basis.
• Maintain technician On-call schedules, update departmental calendars, and coordinate and inform appropriate parties on scheduling matters.
• Update Maintain Customer Service Reporting Metrics and Issues list.
• Maintain and review Backlog report monthly to ensure all open Customer Service issues are handled or moved to a more appropriate date if applicable.
• Expedite return of completed Pre-Start Up forms from the customer or representative.
• Provide follow-up with the customer or representative on all sold equipment once it has been shipped as well as on start-ups, service, and warranty trips.
• Follow up leads and referrals to the Customer Service department as requested.
• Develop and maintain photo databases of equipment, job sites, etc. for use in marketing and communication.
• Make Monitor and assist with travel arrangements for Field Service Technicians and others as requested.
• Provide administrative assistance to department staff in preparing written communications to customers or representatives with open issues or requests.
• Update procedures as directed by supervisor.
• Continually seek out functionality available within M2M and other current software to automate manual reports and processes.
• Provide training and orientation for Service Technicians on documentation procedures and practices such as CSR’s, expense reports, RMA’s, parts order entries, etc.
• Maintain communication between with Accounting and Customer Service regarding all warranty reporting, invoicing, new customer and vendor set-ups and credit, including Warrant Expense Notification reports.
• Maintain communications between with the Inventory Team, Shipping Team and Supply Chain Team and Customer Service regarding, parts, parts orders, safety stock, RMA’s and part shipment tracking.
• Communicate and coordinate with external contractors on field service projects and warranty issues.
• Assist with completion of sales orders to ensure accurate invoicing in a timely fashion
• Other administrative work and assist support as requested.

Required Education & Qualifications

• Extensive prior experience performing mid-to-high level administrative work.
• Excellent computer and software application skills, especially in MS Office products.
• Ability to work as a part of a team.
• Excellent skills in organizing projects and information.
• Excellent phone skills and ability to relate to customers over the phone.
• Excellent time and self-management skills
• Confidence to work with a variety of people inside and outside the company.
• Motivation to learn new things and handle increased responsibility.
• Motivation to improve systems and solve problems.
• Willing to take charge of projects and improvements; including influencing others.
• Work quickly, accurately, and efficiently.

Physical Requirements:

• Must be able to reach and move about workspace freely and quickly.
• Being able to work in an office environment while multitasking.

Education Requirements:

• High School Diploma or Equivalent