What are the responsibilities and job description for the Customer Service Representative position at Wood Group Pratt & Whitney?
WGPW Industrial Turbine Services
Customer Service Representative
Job Description
Job Title:
Customer Service Representative
Department:
Customer Service
Reports To:
Director of Customer Service
FLSA Status:
Non-exempt
Position Status:
Hourly/Direct
Work Hours:
7:30AM – 4:00PM
SUMMARY
The Customer Service Representative (CSR) serves as the primary liaison for the customers and production team. The role is responsible for managing direct communication, building strong relationships and delivery exceptional customer service.
The CSR will develop cost estimates, interpret customer requirements, and communicate them effectively to the operations team. A solid understanding of terms and conditions, tenders, and contract review is essential. The CSR will oversee customer accounts, ensuring expectations and deliverables are met, and will collaborate across internal departments to fulfill customer requests.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responsibilities include, but are not limited to:
- Own the customer relationship and ensure we are meeting their expectations.
- Responsible for producing reports, cost estimates, schedules, and final invoice summaries.
- Review of Purchase Orders with a full understanding of the customer and company requirements.
- Create and manage Sales/Job Orders, ensuring accurate pricing and costing in the ERP system.
- Clearly communicate with production, inventory, engineering and purchasing regarding customer requirements.
- Coordinate with the Operations team to minimize production delays.
- Initiate and support improvement projects that increase productivity and reduce delays.
- Comply with all WGPW EHS standards and procedures as outlined in the EHS program and employee handbook.
QUALIFICATIONS
The ideal candidate will be results driven and can manage multiple priorities at once. To perform this job successfully, an individual must be able to perform each essential duty adequately. The requirements listed below are representative of knowledge, skill, and/or ability required.
- Strong foresight, creativity, and organizational skills.
- Ability to influence and collaborate effectively across teams.
- Proficiency in data systems and Microsoft Excel.
- Excellent communication and interpersonal skills.
- Self-motivated, resourceful, and proactive in problem-solving.
- Demonstrated ability to work independently and take ownership of tasks with minimal supervision.
EDUCATION and/or EXPERIENCE
- 4-year technical degree or equivalent in experience.
- Minimum of 3 years of customer service experience in a related industry.
- Experience in overhaul and repair, gas turbine/aircraft maintenance, or power generation is preferred.
PHYSICAL & ENVIRONMENTAL DEMANDS
While performing the duties of this job, the employee is regularly required to stand, use hands to type, and handle or feel objects. The employee is occasionally required to walk, sit, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, and talk and hear. The employee must occasionally lift and move up to 30 lbs. This is an office environment. The noise level is usually quiet.
WGPW Industrial Turbine Services is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.