Technical Customer Service Representative

Customer Service Representative

Job Summary: Reporting to the Field Support Manager, the Customer Service Representative is responsible for providing technical support and assistance to customers via e-mail or phone. The Customer Service Representative addresses and responds to customer inquiries on products and services, including troubleshooting and maintenance.

Duties/Responsibilities:

• Work with customers and field technicians to troubleshoot equipment issues and find appropriate solutions.
• Issue purchase orders to third party repair companies and invoice customers for repairs.
• Answer customer in-coming service and part orders via email or phone.
• Enter part orders and acquire payment information from customers.
• Create pick lists for the warehouse to fulfill part orders.
• Follow up with third party service repair companies and the field technician to ensure work was completed.
• Research third-party service providers and negotiate pricing with service provider to ensure competitive pricing.
• Manage the schedule and deadlines for delivery of parts to the service provider/field technician who will perform the job on-site.
• Prepare information needed to ship parts and accessories to the service provider/field technician.
• Coordinate equipment installations with the customer and determine if the general contractor and/or field technician will be required to lead installation.
• Utilize SAP to track installation orders, set up new service providers, document the price and outline the technical details for each job to be performed.
• Contact the third-party service providers to determine the type of work needed and to coordinate schedules and scope of work.
• Manage the schedule and deadlines for equipment delivery and installers to be on-site.

Required Skills/Abilities:

Required:

• Excellent organizational and leadership abilities
• Outstanding communication and people skills
• In-depth knowledge of diverse business functions and principles (e.g., supply chain, finance, customer service etc.)
• Working knowledge of data analysis and performance/operation metrics

Preferred:

• Knowledge of the cooking oil management industry’s legal rules and guidelines.
• Familiarity with MS Office and various business software (e.g., ERP, CRM). Experience with SAP.
• Possess a strong technical aptitude - mechanically and electronically inclined.

Education and Experience:

• High School Diploma or GED and 2 or more years of experience required in a manufacturing environment.

Supervisory Responsibilities: None

Work Environment: Office environment and shop floor environment of a metal fabrication and assembly operation with warehouse attached.

Physical Requirements: 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. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Cuyahoga Falls, OH: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Salary : $15 - $16