Customer Service Advisor

Customer Service AdvisorAt Briggs Industrial Solutions, our team members and our culture are just as important to the company as serving our customers. We believe our team members are the key to our success and we pride ourselves in hiring the highest quality people, placing emphasis on safety, ethics, integrity and respect. We are an ESOP-owned company with a customer-first focus. We realize the decisions we make about investments and operating practices ultimately affect the lives of our co-workers, families and business partners. And like those who went before us, every one of us takes that responsibility seriously.Businesses: Briggs Equipment, Briggs Earth & Ag, Briggs Truck & Rail, Briggs Warehouse SolutionsMission Statement: Keep business moving by being proactive, accessible, knowledgeable and above all else safe.Value Proposition: We are an ESOP-owned company with a customer-first focus. Our solutions experts help keep your business moving by being proactive, accessible, knowledgeable and safe.Values: Balance, Respect, Integrity, Growth, Grit, SafetyCompetitive benefits:401(k)Educational AssistanceEmployee Assistance Program (EAP)Employee Stock Ownership Program (ESOP)Hands On and Virtual TrainingPaid HolidaysPaid Time OffSimply stated, Briggs team members strive to do the right thing by exceeding the expectations of each other, our customers and our community.POSITION PURPOSE:The Customer Service Advisor is the key link between service team members and customers, providing day-to-day oversight, direction, interaction and support to the Service Department within the assigned location. Ensures all Briggs Industrial Solutions standards are adhered to and executed consistent with company direction.PRINCIPAL RESPONSIBILITIES AND DUTIES:Actively create and maintain a positive and professional experience for internal/external customers; reflective of the Company's standards and core valuesDispatch, assign and monitor technicians to service calls in compliance with Company policy and based on technical certification levels and/or skillset and proactively communicate with external customers to update technicians scheduling, service repair completions, quotations, delays, etc.Monitor the progress and productivity of technicians on a weekly and monthly basis using the business system tools providedVerify unit information and repair description submitted by external customers for Technicians to efficiently order parts required to complete repairCommunicate with customers when additional product support opportunities are identified by technicians and secure approval to proceed with quotation and or completionRequest purchase orders from external purchase order required customers for service repair payment and partner with Service Auditors to accurately complete invoicing / purchase order detailsIssue Purchase Orders to vendors for supplies and sublet labor expense for repairs to the customer and enter the item on service repair order for Accounts PayableEnsure execution from beginning to end of Operational Maintenance, Guaranteed Maintenance & Long Term Maintenance Agreement services, to include internal and external customer billing and preparing / submitting necessary reporting for accountsVerify van maintenance schedules and tracking by VIN and technician ID to ensure service van fleet is fully operationalReview inactive service repair orders to avoid delays in repairs or invoicingEnsure repairs, time posting and work orders are accurately completed to meet department key performance indicator (KPI) metricsPartner with the Service Department leadership to coach underperforming technicians to achieve performance improvementSupport sales team members with quote preparation and tracking of service-related workPartner with cross functional partners (Sales, Rental, Parts, etc.) to ensure the service department is in alignment with the Organization in all processes and direction, including but not limited to Accounts Receivable and Accounts PayableAnswer and respond to general phone and email inquiries.Perform other related duties as assignedMinimum QualificationsExcellent customer service and multi-tasking skillsStrong communication skills with ability to work between the technician(s) and the customer(s) to ensure jobs are completed with accuracy and on timeHigh attention to detail, to include precise data entryAbility to work with a high sense of urgency in a dynamic, fast-paced environmentThorough knowledge of all systems, procedures, techniques, equipment, operations, standards and reports that apply to service operationsAbility to work with minimal supervision and with the company systemsProficient in all MS Office products, including Word, Excel and PowerPointPrevious Experience/EducationHigh school diploma requiredTechnical school and/or college degree preferred5+ years of customer service, operations, or similar work experience preferredPrior experience in processing service orders, invoices, purchase orders, budget expense tracking and payroll preparation preferredPhysical RequirementsProlonged sittingAbility to lift up to 40 poundsWorking conditions are normal for an office environment