Customer Service Representative

Customer Service Representative

The Customer Service Representative will coordinate, input, and process all service orders. They will assist customers with their inquiries and ensure customers' requirements are communicated to applicable team members. This position serves as the liaison between the customers and the repair and calibration department technicians.

Responsibilities

• Primary point of contact between customers and technicians
• Oversee the repair and calibration process from intake, repair, quoting, to shipment
• Provide customer support through email, phone, and in person
• Ensure repair quotes for all service areas are entered correctly according to the customers specifications per ISO 17025
• Verify specific details on calibration certificates prior to releasing to the customer
• Handle multiple customers' inquiries and repair orders simultaneously
• Follow up on open service orders
• Gather the correct administrative information
• Partner with all technicians on ensuring the intake form/contract provided by the customer is being reviewed and adhered to
• Work with accounts payable department
• Work with outside vendors when necessary
• Verify customers' purchase orders
• Process credit card payments
• Provide solutions to customers' inquiries and issues
• Maintain a clean and organized work environment
• Partner with the buyer on service part trends to maintain proper inventory levels
• Partner with the shipping team on customers' packing requests/requirements
• Partner with the receiving team to communicate any issues regarding their items upon arrival

Qualifications

• High School diploma or GED
• 4 + years' customer service experience
• ISO 17025 knowledge preferred
• Prior quoting/order entry experience a plus
• Computer skills to include but not limited to: data entry, ERP systems, Microsoft Access, Excel, Outlook, and Word
• Pleasant telephone manner and ability to effectively communicate with customers
• Professional internal and external communication skills
• Able to work in an office for prolonged periods
• Able to perform computer work for majority of the day
• Team-work oriented
• Self-motivated
• Dependable and flexible
• Detail oriented
• Extremely organized
• Comfortable with collaboration on process enhancement
• Solution oriented
• Strong ability to multi-task
• Must be adaptable to change

Norbar Torque Tools offers 100% paid medical insurance and a company-funded HSA. Paid vacation, sick days, and paid holidays are also part of the package we provide, along with a competitive salary and a 401k plan.

Salary range $55,000 to $67,000 depending on experience.

An Equal Opportunity Employer, minority/female/disabed/veteran