Customer Service Representative

Job Description

Job Description

Overview

Who we are—

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With over 1,500 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities. We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. Are you ready to join a company where the work you do makes a difference, and where you can grow in your career?

Here’s what Transcat has to offer—

• Work that matters.
• A values-based culture where people care about each other and the work they do together.
• Flexibility
• Training and development to accelerate learning and career advancement.
• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!

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.

Responsibilities

Essential Duties and Responsibilities

• Control service workflow so that customer’s commitments are met and up to date job status is accurately documented at all times
• This is a fast-paced position driven on turnaround and response time to customers
• Drive high quality customer deliverables and post sales customer functions relating to calibration service support
• Measures of success will be surrounding ease of service, timeliness of communication, as well as ability to articulate quality of service and work performed among other periodic performance targets as designated
• 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 execution of duties

Primary Objectives:

• 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

Additional Responsibilities

• 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

Required Knowledge, Skills and Abilities:

• Excellent verbal and written skills
• Must be able to work with others
• Must be able to multitask
• Must be detail oriented

Qualifications

Education and Experience:

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.

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.

We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.

Contingencies

All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.