Customer Service Representative

The Customer Service Representative is responsible for providing administrative support to the sales, repair, and shipping departments while ensuring accurate tracking of equipment, customer orders, repairs, and inventory. This role requires strong organizational skills, attention to detail, and the ability to manage multiple tasks.

• Track and manage demo equipment, including company and manufacturer demos.
• Monitor rental equipment, ensuring timely returns and verifying inventory upon receipt.
• Maintain and track customer-owned depot inventory.
• Log and monitor incoming repair equipment.
• Answer and direct incoming phone calls to the appropriate team member.
• Verify incoming label shipments by matching quantities to quotes and purchase orders.
• Send daily shipment tracking information for customer purchases and repairs to the appropriate sales representatives.
• Track inbound parts for repairs and inbound equipment for customer purchases.
• Process and prepare daily customer orders shipped from depot inventory.

• Assist resellers and end users with Return Material Authorization (RMA) requests and required documentation.
• Enter and maintain accurate records for repairs, purchases, rentals, demos, service contracts, and drop shipments in the repair portal.
• Ensure all entries include complete information such as product descriptions, part numbers, purchase order numbers, shipping details, customer references, and contact information.
• Generate and distribute pending repair reports.
• Prepare and send repair estimates to customers and sales representatives.
• Monitor repair status, including repairs assigned to technicians or third-party service providers.
• Track warranty repairs and identify recurring service issues.
• Update rental and demo records as equipment is returned.

• Maintain customer shipping account information and shipping preferences.
• Prepare packing slips for repairs and customer purchases.
• Clearly communicate special shipping instructions to the warehouse team.
• Ensure shipments are processed using the customer's requested carrier when applicable.
• Prepare all required documentation for international shipments, including commercial invoices and export paperwork.
• Verify daily carrier pickups and maintain shipping records for reference.
• Schedule freight pickups by collecting shipment dimensions, weight, and shipping account information.
• Follow up on freight shipments and customer deliveries to confirm successful receipt.