Service Writer

Job Title: Service Writer

Company: Royal Truck & Utility Trailer

Location: Hudsonville, MI

Reports to: Service Manager

FLSA Status: Non-Exempt

Job Type: Full-Time

Company Overview:

• Longevity and Industry Presence: Royal Truck & Utility has been in business since 1970 and has grown to be one of the largest suppliers of new and pre-owned trailers, suppliers of heavy truck and trailer parts and accessories, and providers of trailer service in the Midwest.
• Employee Centric-Approach: As a third-generation family-owned business, we are proud of treating our employees as family members and building a strong and supportive team environment. We care about our people, from their wellness, and financial condition, to their family life. We attract and hire people who are willing to work as a team and support others.
• Employee Development: For different skill-level employees, we offer coaching, mentoring, and apprentice programs to help them onboard and learn from work. We encourage people to communicate openly and consistently. Also, Royal truly believes that growing employees’ professional skills is crucial to engage and retain employees. That is why we offer work rotation, job shadowing, and external training to help our employees further their careers.

Position Summary

The Service Writer is responsible for ensuring accurate documentation, processing service work efficiently, and supporting technicians by maintaining accurate records of parts and labor. This role plays a key part in streamlining operations and supporting the back shop parts window as needed, ensuring an efficient, transparent, and high-quality repair process. This role is responsible for scheduling service, tracking repairs, processing warranties, and maintaining strong customer relationships to drive customer satisfaction and business success.

Essential Duties & Responsibilities

• Act as the primary point of contact for customers, addressing inquiries and service needs.
• Schedule service appointments and coordinate technician availability.
• Monitor service operations, track progress, and communicate updates to customers.
• Accurately calculate repair charges and process payments.
• Ensure the correct parts are recorded and allocated to the proper labor operation, working closely with the Parts Department and supporting the back shop parts window as needed.
• Maintain accurate records of customer details, transactions, and service history.
• Process and follow through on warranty claims and repairs.
• Log repair processes for accurate billing and documentation.
• Handle customer complaints, returns, and service-related issues in a professional manner.
• Develop and maintain strong customer relationships through effective service management.
• Collaborate with internal departments to ensure seamless service operations.

Qualifications & Requirements

• 3 years of experience in service writing, customer relations, or a related role in the trucking or heavy equipment industry.
• Strong knowledge of truck and trailer mechanical functions.
• Exceptional communication and customer service skills.
• Ability to multitask and problem-solve in a fast-paced environment.
• High school diploma or equivalent preferred. Education in automotive technology or a related field is a plus, or equivalent work experience.
• Proficiency with Microsoft Office and industry-specific software.
• Detail-oriented with strong organizational skills.
• Ability to handle customer interactions with professionalism and patience.

Work Schedule & Location

• Monday – Thursday, 9:00 AM to 6:00 PM,
• Friday 9:00 AM – 5:00 PM
• Overtime as needed.

Work Location: In-person at Hudsonville, MI.

Compensation & Benefits

• Pay Range: $46,800 - $58,500 per year, based on experience and qualifications, plus incentives upon goal achievements.
• 401(k) retirement plan with company matching.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Health Savings Account (HSA) options.
• Life insurance and paid time off (PTO).
• Employee referral program.

Job Type: Full-time

Pay: $46,800.00 - $58,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Day shift

Work Days:

• Monday to Friday
• Weekends as needed

Ability to Commute:

• Hudsonville, MI 49426 (Required)

Ability to Relocate:

• Hudsonville, MI 49426: Relocate before starting work (Required)

Work Location: In person

Salary : $46,800 - $58,500