Customer Service Representative

Customer Service Representative (CBL/Small Lab)

The Customer Service Representative (CBL/Small Lab) will serve as a conduit for information between operations, sales, and the customer. The successful candidate will predominantly support tickets, requests, TMS, Field Service scheduling, lead escalation, quotes, POs, 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.

Responsibilities

Essential Duties and Responsibilities

• Controls order processing workflow in multiple business systems
• Contact customers with estimates for repair, TMS, and additional services, get purchase order numbers, and document in the respective system to verify the discussion or action required.
• Drive to close customer PO holds, process credits, obtain missing POs, and resolve PO balances promptly
• Answer customer questions regarding billings, delivery, ship dates, etc.
• Relay general technical information to customers.
• Drive high-quality customer deliverables and post-sales customer functions relating to calibration service support.
• Assist in generating daily pick tickets as required to ensure timely delivery of customer equipment as required
• Generate/Receive purchase orders for parts, supplies, and lab equipment
• Generate/Receive purchase orders for vendor repair and/or calibration services from various vendors:
  • Contact/Confer with vendors to obtain product or service information such as price, turn time, and delivery schedule.
  • Quote and communicate with client to ensure approval and appropriate customer purchase order adjustments/assignments or method of payment
  • Review and analyze vendor price quotations
  • Verify work must go to the vendor versus another internal location
  • May develop and evaluate qualified suppliers
  • Obtains competitive bids when available
  • Discusses incorrect, defective, or unacceptable services from vendor with location management for corrective actions and next steps
• Maintain accurate, complete, and up-to-date department files and records on a timely basis
• Coordinate daily driver pickup/delivery schedule
• Monitor and drive workflow and administrative turn times for their location's customer equipment regardless of service location (Local, Transfer, or Vendor)
• Answer and return phone calls for the location with positive, proactive communication with your clients
• Manage Salesforce cases promptly to ensure proper resolution
• Coordinate with sales to ensure upcoming onsites are communicated to the clients and the necessary PO/Quotes are obtained, delivered, and approved
  • Tracking will be performed in Salesforce
  • The Customer Service Representative will handle delivery of onsite quote along with any additional charges to the client, as provided by sales
  • Work with local management to ensure proper staff/time allocation scheduling
  • Maintain onsite job management software
  • Ensure weekly updates and communication to the operational staff, including technicians
  • Ability to perform all functions and duties of the Receiving Clerk as required, dependent of workload, absences, and business necessities
  • Model the Company's values to influence others to perform in an aligned manner.
  • Other duties as assigned

Qualifications

Required Knowledge, Skills, and Abilities

• Strong computer skills with the ability to quickly grasp new processes
• Strong commitment to customer satisfaction
• Good written and verbal communication skills
• Ability to work with others
• Critical Thinking skills with problem-solving attributes
• Must be detail-oriented and highly proactive
• Must be able to multitask

Education and Experience

• Minimum of associate's degree, or two years of related experience and/or training; or equivalent combination of education and experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for qualified individuals with disabilities if necessary to perform the essential functions of this position.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.

Equal Opportunity and Non-Discrimination

Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status. As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.