Customer Service Representative

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.

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 on the basis of any protected status. All qualified applicants will receive consideration for employment without regard to color, creed, disability, domestic violence victim status, gender identity, genetic predisposition or carrier status, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, status as a protected veteran or as a member of any other protected group or activity.

We will make reasonable accommodations for personal with disabilities to enable them to perform the essential functions of this position unless to do so poses an undue hardship on the organization or a direct threat to health or safety reasonably accommodate individuals to perform the essential functions of this position.

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