Customer Service Representative

About the Role

The Customer Service Representative will serve as a conduit for information between operations, sales, and the customer. The successful candidate will predominantly support tickets, requests, lead escalation, quotes, and status of items - but should also be comfortable in independent decision making to proactively communicate with customers and prioritize work without high levels of supervision.

Key Responsibilities

• Control service workflow so that customer’s commitments are met and up-to-date job status is accurately documented at all times
• Drive high-quality customer deliverables and post-sales customer functions relating to calibration service support
• Work in accordance with company policies and procedures and generally accepted business and technical standards
• Safeguard Company and customer equipment, material, and information learned in the execution of duties
• Controls order processing workflow in multiple business systems
• Contact customers with estimates and get purchase order numbers, document in the respective system to confirm discussions
• Advise customers of status and/or completion dates of repair and calibration, call customers for pick-up
• Answer customer questions regarding billings, delivery, ship dates, etc.
• Relay general technical information to customers
• Generate purchase orders for parts and services as needed
• Maintain accurate, complete, and up-to-date department files and records on a timely basis
• Coordinate daily driver pickup/delivery schedule
• Actively support the company mission, goals, programs, and policies
• Monitor and drive workflow and administrative turn times
• Process units into the calibration lab software so that customer commitments are met
• Prepare customer paperwork for shipments as required
• Assist in shipping/receiving and TMS processing as required
• Backup for onsite coordination
• Other duties as assigned

Requirements & Tech Stack

This section is for explicit technical requirements and tools. Technologies mentioned in responsibilities or qualifications may be listed here if relevant.

Qualifications

• Excellent verbal and written skills
• Must be able to work with others
• Must be able to multitask
• Must be detail-oriented
• Minimum of a High school diploma or general education degree (GED); or one to three months’ related experience and/or training; or equivalent combination of education and experience preferably in a technical environment.