Customer Service Specialist

Overview

The Customer Service Specialist is responsible for delivering a high-quality customer experience following the sale of equipment, parts, and services. This role ensures customers receive timely support, issue resolution, and ongoing engagement to maximize satisfaction, retention, and long-term relationships.

Primary Responsibilities

• Post-Sale Customer Engagement
  •  Conduct proactive follow-ups with customers after equipment, parts, or service purchases.
  •  Confirm delivery, setup, and overall customer satisfaction.

• Issue Resolution & Service Coordination
  • Triage and manage customer concerns including equipment performance, service issues, and warranty claims.
  • Coordinate with Service, Parts, and Sales teams to ensure timely resolution.
    o Maintain clear communication with customers throughout the resolution process.

• Customer Experience Management
  • Monitor the customer journey after the sale to ensure a consistent experience.
  • Identify and escalate gaps or inefficiencies in service delivery.
  • Document customer feedback and any issues.

• Customer Relationship & Retention
  • Build and maintain strong customer relationships post-sale.
  • Identify opportunities for repeat business, service work, and additional support.
  • Assist in identifying additional areas of revenue growth.
  • Re-engage customers to maintain long-term satisfaction.

Secondary Responsibilities

• CRM & Documentation Management
  • Maintain accurate records of all customer interactions, follow-ups, and issue resolutions.
  • Utilize Salesforce (CRM) systems to track customer lifecycle and service history.
     
• Internal Communication & Process Improvement
  • Act as the voice of the customer internally.
  • Provide feedback to Sales, Service, and Operations teams on recurring issues.
  • Assist in improving after-sales processes and procedures.
  • Route relevant opportunities to the appropriate department.

Supervisory Responsibility

This position does not have direct supervisory responsibilities.

Travel

Minimal travel is expected for this position.

Education and Experience

• 5 years in customer service, customer success, or service coordination preferred
• Experience in heavy equipment, construction, or industrial industries is a plus

Required Requisites

• Strong organizational and time management skills
• Customer-focused mindset with a proactive approach
• Strong problem-solving abilities
• Strong verbal and written communication skills
• Ability to work cross-functionally with multiple departments

Specific Skill Requisites

• Familiarity with CRM systems (Salesforce preferred)
• Ability to manage multiple tasks and priorities effectively
• Mechanical aptitude or willingness to learn equipment basics
• Strong attention to detail and follow-through
• Customer service experience in a dealership or service environment preferred

Position Type/Expected Hours of Work

This is a Full-Time position. This position is expected to be in the office Monday through Friday during standard working hours. Occasional extended hours may be required as needed.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.