Customer Service Representative

Job Description

Job Description

Customer Service Representative
Location: The Woodlands, Houston
Employment Type: Part-Time
Hours: 20–25 hours per week, 11am-5pm

Position Summary
Own the customer experience from order through invoice for Expansa’s mobile RO and DI trailer rentals, resin regeneration services, equipment, and related charges. Maintain consistent customer communication, ensure sales orders are accurate before work begins, and coordinate clear handoffs between teams.

Key Responsibilities

• Order Entry and Accuracy: Enter sales orders in the ERP using approved quotes, customer purchase orders (POs), master service agreements (MSAs), or rental agreements. Ensure each order includes the correct customer, ship-to site, rates, rental terms, demurrage terms, travel fee codes, freight, and PO number before work is released. Verify every order line against the customer PO and agreement, and hold release until Sales resolves conflicting or missing commercial information.
• Billing Structure and Order Changes: Set up mobile RO trailer orders using established billing stages and approved travel fee codes, including per diem rather than actual hotel and car costs, so Accounts Receivable (AR) can bill from an accurate order. Update sales orders the same day a customer changes scope, equipment, site, or dates, and notify Operations and AR of the changes.
• PO Funding and Account Readiness: Track remaining funds on each customer PO against orders and invoices. Alert Sales and AR before a PO is exhausted so a revised PO is obtained before spending exceeds the available amount. Confirm new customers have completed onboarding and have an approved credit limit before releasing an order. Flag orders that would exceed the approved credit limit to AR.
• Department Coordination and Billing Documentation: Prepare the order package for the Sales-led kickoff meeting and confirm Field Service and the regeneration (regen) plant have the information needed to mobilize or schedule the work. Collect shipment, delivery, service completion, labor hours, technician days, per diem, return, and meter-reading records, and deliver them to AR so charges are billed according to required billing triggers and invoices are not held. Request water meter readings from customers and field personnel ahead of month-end to support timely monthly invoicing. Maintain an open-order and handoff log with an assigned owner, due date, and next action for every item awaiting another department.
• Customer Communication and Support: Follow and help maintain Expansa’s customer communication standards, including acknowledgment of requests, status updates, and closure confirmations within response times established by leadership. Serve as the customer’s point of contact for order status, delivery and pickup scheduling, documentation requests, and general questions. Route technical issues to Field Service or the regen plant and billing disputes to AR.
• Customer Records and Documentation: Document customer contacts, commitments, changes, and complaints in the Web Based Expansa App and ERP so anyone covering the account can access its full history.

Qualifications

• Demonstrated experience in customer service, order entry, or sales support; industrial services, rentals, or equipment experience preferred.
• Strong attention to detail, clear and professional written and telephone communication, and spreadsheet skills.
• Zoho or comparable ERP experience preferred.
• Ability to follow written procedures, document exceptions, and follow up across departments without prompting.

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