What are the responsibilities and job description for the Strategic Services Service Writer position at Radwell?
St. Charles, MO • ID:
4246-967
Location: St. Charles, MO (On site)
Hours: Monday - Friday 8am - 5pm
JOB SUMMARY
Responsible for processing repair quotes, repair orders, and supporting the sales staff with regard to repair related jobs. Perform all related tasks that encompass customer service in the repair department.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Repair service writing
Provide customer service & support
Work jointly with sales staff to close orders
Process & manage customer quotes not assigned to a salesperson
Open repair quote expediting (follow-up w/ customers to obtain quote approval)
Repair order expediting (provide order status updates to customers)
Quote-to-order transfer
Complete CRM task assignments w/ customer oriented follow-up to assure completion
Outsource Processing (requires working w/ vendors & customers to complete repair orders)
Assist Strategic Service Support Manager & team as needed
Standard order processing tasks
Manage all Buckets within CRM pertaining to the Service Writer Department (Pending Customer Approvals, BER’s, Repair/Eval, Outsource Eval, etc)
May be modified from time to time. Other duties, tasks and work may be assigned
METRICS
Employee will be evaluated on a quarterly and annual basis. Evaluation will be based upon the average number of units “quoted” per day (units “quoted” refers to the number of units moved from Repair Eval to Awaiting Customer Approval, as reported by CRM [internal tracking and reporting system]. Each status will be tracked and monitored by the employee’s manager). To assure the success of the employee and department, these statistics will be compared to the requirements set forth in the employee’s previous review. Any additional goals, whether quantifiable or project oriented, will also be set forth in the employee’s previous review. The current requirement for this position is a minimum of 15 units quoted per day (average).
Additional measurements to be added as necessary
QUALIFICATIONS
Good communication and customer service skills
Knowledge of Microsoft based systems such as Excel, Outlook
Team player able to function under daily goal driven environment
Other duties, tasks and work as may be assigned/modified from time to time
KNOWLEDGE & SKILLS REQUIRED
Strong Computer proficiency
Ability to multi-task
Ability to work at fast pace
Attention to detail
Problem solving abilities
Good communication skills
EDUCATION & EXPERIENCE
High School diploma or equivalent preferred
One to three years related experience and/or training
PHYSICAL DEMANDS
Occasional sitting, reaching, working overhead, climbing or balancing, stooping, kneeling, crouching or crawling, frequent walking and lifting up to 25 pounds
BONUS/COMMISSION PLAN
Eligible for commission after successful completion of 90-day introductory period.
WORK SCHEDULE
This is a full time position with hours from 8:00 am to 5:00 pm Monday through Friday. Adherence to attendance and coverage policies is expected to be followed diligently. Time off will be granted with proper formal notice in accordance with company policy.
WORK ENVIRONMENT
The environment is a professional open office environment located in the production warehouse. It may be necessary from time to time to go to other departments relative to the requirements of the position. Dress attire is casual but professional in an office setting. All employees are required to wear “Radwear” (shirt with company logo) at all times once the initial supply (at company expense) has been received.
This position is located in St. Charles, MO.
4246-967
- Full-Time/Regular
Location: St. Charles, MO (On site)
Hours: Monday - Friday 8am - 5pm
JOB SUMMARY
Responsible for processing repair quotes, repair orders, and supporting the sales staff with regard to repair related jobs. Perform all related tasks that encompass customer service in the repair department.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Repair service writing
Provide customer service & support
Work jointly with sales staff to close orders
Process & manage customer quotes not assigned to a salesperson
Open repair quote expediting (follow-up w/ customers to obtain quote approval)
Repair order expediting (provide order status updates to customers)
Quote-to-order transfer
Complete CRM task assignments w/ customer oriented follow-up to assure completion
Outsource Processing (requires working w/ vendors & customers to complete repair orders)
Assist Strategic Service Support Manager & team as needed
Standard order processing tasks
Manage all Buckets within CRM pertaining to the Service Writer Department (Pending Customer Approvals, BER’s, Repair/Eval, Outsource Eval, etc)
May be modified from time to time. Other duties, tasks and work may be assigned
METRICS
Employee will be evaluated on a quarterly and annual basis. Evaluation will be based upon the average number of units “quoted” per day (units “quoted” refers to the number of units moved from Repair Eval to Awaiting Customer Approval, as reported by CRM [internal tracking and reporting system]. Each status will be tracked and monitored by the employee’s manager). To assure the success of the employee and department, these statistics will be compared to the requirements set forth in the employee’s previous review. Any additional goals, whether quantifiable or project oriented, will also be set forth in the employee’s previous review. The current requirement for this position is a minimum of 15 units quoted per day (average).
Additional measurements to be added as necessary
QUALIFICATIONS
Good communication and customer service skills
Knowledge of Microsoft based systems such as Excel, Outlook
Team player able to function under daily goal driven environment
Other duties, tasks and work as may be assigned/modified from time to time
KNOWLEDGE & SKILLS REQUIRED
Strong Computer proficiency
Ability to multi-task
Ability to work at fast pace
Attention to detail
Problem solving abilities
Good communication skills
EDUCATION & EXPERIENCE
High School diploma or equivalent preferred
One to three years related experience and/or training
PHYSICAL DEMANDS
Occasional sitting, reaching, working overhead, climbing or balancing, stooping, kneeling, crouching or crawling, frequent walking and lifting up to 25 pounds
BONUS/COMMISSION PLAN
Eligible for commission after successful completion of 90-day introductory period.
WORK SCHEDULE
This is a full time position with hours from 8:00 am to 5:00 pm Monday through Friday. Adherence to attendance and coverage policies is expected to be followed diligently. Time off will be granted with proper formal notice in accordance with company policy.
WORK ENVIRONMENT
The environment is a professional open office environment located in the production warehouse. It may be necessary from time to time to go to other departments relative to the requirements of the position. Dress attire is casual but professional in an office setting. All employees are required to wear “Radwear” (shirt with company logo) at all times once the initial supply (at company expense) has been received.
This position is located in St. Charles, MO.
