Customer Service Representative

Time Manufacturing Company•Westlake, TX

16d•Onsite

About The Position

The Customer Service Representative role is responsible for ensuring world-class customer service for all North American customers, potential customers, vendors, dealers, partners, and anyone else contacting Time Manufacturing Company. This position serves as the first point of contact through our corporate command center and plays a key role in coordinating internal support, tracking open items, and ensuring customers receive timely, accurate, and professional responses. This is a highly visible, evolving role that requires sound judgment, strong communication, attention to detail and the ability to adapt as business needs and processes grow.

Requirements

Minimum of 2 years of customer service experience in a professional, business-to-business, or operational support environment
Strong emphasis on delivering professional, high-quality customer service
Excellent verbal and written communication skills
Well versed in Microsoft Office, with strong proficiency in Excel and Outlook
Strong organizational and time management skills, with the ability to manage multiple priorities effectively
Demonstrated critical thinking and problem-solving skills
Comfortable making decisions independently while understanding when escalation is appropriate
Self-starter with the ability to learn, adapt, and take on new challenges
Comfortable coordinating tasks, following up, and holding internal partners accountable
Ability to work collaboratively with other team members to support customer needs
Reliable attendance and punctuality, recognizing the importance of consistent customer availability
Ability to execute assigned direction with accuracy, attention to detail, and precision

Nice To Haves

Experience in a manufacturing, industrial, or equipment-based environment
Experience supporting service, parts, warranty, supply chain, or technical teams
Exposure to ERP or CRM systems (Epicor, Freshworks, or similar platforms preferred)
Experience working in a corporate command center, operations support, or customer coordination role

Responsibilities

Serve as the primary point of contact for inbound calls, emails, and inquiries
Act as the Director of First Impressions, setting the tone for customer relationships through calm, consistent, and professional communication
Handle customer inquiries that require judgment, coordination, and follow-through rather than scripted responses
Answer and route inquiries promptly with a customer-first mindset
Take ownership of customer requests from intake through resolution
Maintain a solution-focused approach and escalate appropriately when needed
Coordinate with internal teams to ensure customer requests are addressed accurately and efficiently
Delegate and track internal tasks to ensure timely resolution
Follow up with internal teams and customers to obtain updates, clarify details, and drive closure
Step in to provide customer communication when needed
Escalate delays or roadblocks to leadership with clear visibility
Log all calls, emails, and requests in the Command Center tracker upon receipt
Maintain accurate, timely updates as items progress
Ensure all items are resolved and closed with a high level of customer satisfaction
Approach all work with intention and care, understanding that accuracy and follow-through directly impact customer trust and internal decision-making
Support the Supply Chain and Command Center Supervisor in coordinating chassis delivery status with internal teams, customers, and suppliers
Communicate component availability for installation and production readiness
Assist with final product shipment and customer pickup scheduling
Provide clear, professional communication regarding updates, delays, and changes
Research and compile potential sales leads for internal sales teams
Ensure lead information is accurate, well-organized, and documented clearly
Maintain a high level of attention to detail and intentionality in all research performed