Customer Service Representative (Apparatus Service)

Title: CSR Specialist (Apparatus Service)

Full-Time/Part-Time: Full-Time

Exempt/Non-Exempt Exempt

Shift: First

Description:
The Apparatus Service CSR Specialist will act as a liaise between customers and a cross-functional internal teams, made up of sales, marketing and finance, to help improve the customer experience and ensure a timely and successful delivery of products.

Responsibilities

Responsibilities include, but are not limited to:

• Assist sales staff with orders and bids, enter orders in ERP system
• Schedule job and manage technician schedules based on assigned zone
• Assist in parts research as needed
• Process all service technician reports, service orders and purchase order requests
• Oversee all vendor warranty claims
• Facilitate Post/Pre-Delivery Inspections (PDI) and schedule pump testing
• Schedule warranty and non-warranty service calls
• Develop detailed project plans for each apparatus sale and track progress daily
• Help sales staff manage customer relationships
• Investigate and resolve order and bid inaccuracies and discrepancies
• Report on the status of accounts and transactions
• Assist with draft contracts, prepare contract changes, and ensure contracts are in line with the company and customers specifications.
• Maintain contractual records and other documentation such as contract correspondence, contractual changes, customer contact information, delivery paperwork, status reports, etc
• Track payments and deadlines and work closely with customers and finance to ensure payments are received in a timely manner
• Serve as the administrative point of contact for Customers, Apparatus Sale Representatives and other support personnel at Safe Industries regarding the sale of apparatus and service
• Provide additional support as needed to Apparatus Sales Representatives for all service needs
• Maintain the Apparatus Order Boards and delivery flows from order to delivery
• Prepare and provide estimate delivery date reports for management on a monthly basis

Position Requirements:

Qualifications

• Excellent organization and time management
• Strong interpersonal and customer service skills
• High degree of accuracy and attention to detail
• Proficient in Microsoft Suite

Requirements

• Must be able to pass a criminal background check and pre-employment drug screen
• High school diploma or equivalent

Preferred Skills

• Associate or bachelor’s degree in business or related field and/or relevant experience
• Experience with NetSuite or Oracle Platform ERP
• Knowledge of the fire and safety industry

Job Type: Full-time

Pay: $34,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Ability to Commute:

• Oakboro, NC 28129 (Required)

Ability to Relocate:

• Oakboro, NC 28129: Relocate before starting work (Required)

Work Location: In person

Salary : $34,000 - $52,000