Customer Service Representative III
About The Position
Join a manufacturing leader with over 50 years of excellence, where every role contributes to building reliable transportation solutions that people depend on everyday across the United States and Canada. At ENC, we prioritize safety, quality, innovation, collaboration, and continuous growth – creating vehicles our teams can take pride in. Founded in 1975, ENC (ElDorado National – California) is a leading U.S. transportation manufacturer specializing in design, engineering, and end-to-end production of heavy-duty buses, shuttles, and cargo vehicles through a custom-build, mixed-model assembly process. Each vehicle is produced in our purpose-built facility in Riverside, California supporting public agencies and private transportation providers nationwide. We offer one of the industry’s widest portfolios of power options, including 100% battery-electric, diesel-electric hybrid, CNG, and clean diesel. ENC is committed to revitalizing American manufacturing through innovation, customer focus, and the delivery of high-quality vehicles that keep communities connected, supported, and moving forward.
Requirements
- Expert-level communication, conflict resolution, and relationship management skills.
- Strong project management and organizational skills.
- Ability to lead by example in a fast-paced, deadline-driven environment.
- Deep knowledge of customer service systems, processes, and best practices.
- Proficiency with ERP (e.g., SAP, Oracle) and CRM platforms (e.g., Salesforce).
- Analytical mindset with experience using data to improve performance.
- High School diploma or equivalent required.
- 3 years of customer service experience, including 1+ year in a Level II or lead capacity.
Nice To Haves
- Associate's or Bachelor's degree in Business, Communications, or a related field preferred.
- Experience in manufacturing or technical environments is a plus.
Responsibilities
- Respond promptly to customer inquiries via phone, email, or in person.
- Process customer orders and returns accurately and efficiently.
- Maintain up-to-date knowledge of products, services, and policies.
- Document customer interactions in detail for audit, compliance, and tracking purposes.
- Resolve product or service problems by clarifying the customer's complaint, determining the cause, and offering appropriate solutions.
- Escalate complex issues to appropriate departments or management when necessary.
- Follow up to ensure resolution and customer satisfaction.
- Support billing and account questions and provide documentation as needed.
- Participate in training sessions and team meetings to maintain service standards.
- Support strategic customer accounts with high-level service, accuracy, and responsiveness.
- Analyze account activity, trends, and service issues to provide proactive solutions.
- Collaborate with cross-functional teams to resolve customer concerns and ensure a smooth order-to-cash process.
- Manage high-value and high-impact customer accounts with a focus on retention and satisfaction.
- Serve as the primary escalation point for critical customer issues requiring advanced troubleshooting or coordination.
- Provide guidance and subject matter expertise to junior representatives.
- Identify and implement process improvements to enhance service delivery and efficiency.
Benefits
- We are committed to fostering a diverse and inclusive workplace where all employees feel valued and respected.
- ENC takes affirmative action to employ and advance employment opportunities for minorities, women, protected veterans, and individuals with disabilities.
- We actively encourage qualified candidates from all backgrounds to apply and join our team.
- ENC is also committed to ensuring that individuals with disabilities have equal access to opportunities.
- If you require a reasonable accommodation to complete the application process, please contact HR Department for assistance.
- In accordance with California's wage transparency law (Senate Bill 1162), we are committed to pay equity and transparency.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
