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Scope and Responsibilities:
The Customer Service Representative will support the Customer Experience Manager and department in creating dynamic customer experience encompassing technical support, parts and service proposals. This role plays a key part in driving an exceptional customer journey by helping coordinate and expedite responses to customer inquiries, service requests, and supporting proposal generation for repairs, exchanges, health checks, preventive maintenance (PMs), and certifications.
Key Responsibilities:
- Provide day-to-day support to the Customer Experience Manager in overseeing departmental operations and initiatives.
- Act as a liaison between customers, internal teams, and technical support staff to ensure timely resolution of aftermarket requests.
- Assist with the preparation and follow-up of customer-facing service proposals, including repair and exchange quotes, preventive maintenance plans, and certification services.
- Coordinate expediting processes and manage priorities to deliver ultra-responsive customer support.
- Assist in finding alternative solutions that meet customer demands.
- Maintain accurate customer records and service history within CRM or ERP systems.
- Track open cases and follow up to ensure on-time delivery of proposals and services.
- Help gather and analyze customer feedback to identify areas for improvement in service delivery.
- Support scheduling, communications, and documentation related to field service activities.
- Collaborate with other departments such as Sales, Operations, and Engineering to support a seamless customer experience.
- Contribute to the development and implementation of strategies to improve customer satisfaction.
Qualifications:
- Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred.
- 2+ years of experience in customer service or support, preferably in a manufacturing or technical environment.
- Strong communication and interpersonal skills with a customer-first mindset.
- Ability to manage multiple priorities with a high sense of urgency.
- Ability to thrive in a fast-paced, collaborative environment where responsiveness and attention to detail are paramount.
- Experience working with CRM or ERP systems (SAP, Salesforce, etc.) is a plus.
- Detail-oriented with strong organizational and follow-through skills.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Familiarity with industrial or technical service offerings.
- Ability to interpret technical service proposals or quotes.
- Collaborative, positive attitude and a willingness to learn.
- Comfortable working in a changing environment where continuous improvement is valued.
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