Customer Service Representative

Transcat•Marysville, OH

21h•Onsite

About The Position

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With over 1,000 employees in technical, consulting, operational, sales, finance, and corporate roles, we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities. We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. The Customer Service Representative (CBL/Small Lab) will serve as a conduit for information between operations, sales, and the customer. The successful candidate will predominantly support tickets, requests, TMS, Field Service scheduling, lead escalation, quotes, POs, and status of items – but should also be comfortable in independent decision-making to proactively communicate with customers and prioritize work without high levels of supervision.

Requirements

Strong computer skills with the ability to quickly grasp new processes
Strong commitment to customer satisfaction
Good written and verbal communication skills
Ability to work with others
Critical Thinking skills with problem-solving attributes
Must be detail-oriented and highly proactive
Must be able to multitask
Minimum of associate's degree, or two years of related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Controls order processing workflow in multiple business systems
Contact customers with estimates for repair, TMS, and additional services, get purchase order numbers, and document in the respective system to verify the discussion or action required.
Drive to close customer PO holds, process credits, obtain missing POs, and resolve PO balances promptly
Answer customer questions regarding billings, delivery, ship dates, etc.
Relay general technical information to customers.
Drive high-quality customer deliverables and post-sales customer functions relating to calibration service support.
Assist in generating daily pick tickets as required to ensure timely delivery of customer equipment as required
Generate/Receive purchase orders for parts, supplies, and lab equipment
Generate/Receive purchase orders for vendor repair and/or calibration services from various vendors: Contact/Confer with vendors to obtain product or service information such as price, turn time, and delivery schedule.
Quote and communicate with client to ensure approval and appropriate customer purchase order adjustments/assignments or method of payment
Review and analyze vendor price quotations
Verify work must go to the vendor versus another internal location
May develop and evaluate qualified suppliers
Obtains competitive bids when available
Discusses incorrect, defective, or unacceptable services from vendor with location management for corrective actions and next steps
Maintain accurate, complete, and up-to-date department files and records on a timely basis
Coordinate daily driver pickup/delivery schedule
Monitor and drive workflow and administrative turn times for their location's customer equipment regardless of service location (Local, Transfer, or Vendor)
Answer and return phone calls for the location with positive, proactive communication with your clients
Manage Salesforce cases promptly to ensure proper resolution
Coordinate with sales to ensure upcoming onsites are communicated to the clients and the necessary PO/Quotes are obtained, delivered, and approved
Tracking will be performed in Salesforce
The Customer Service Representative will handle delivery of onsite quote along with any additional charges to the client, as provided by sales
Work with local management to ensure proper staff/time allocation scheduling
Maintain onsite job management software
Ensure weekly updates and communication to the operational staff, including technicians
Ability to perform all functions and duties of the Receiving Clerk as required, dependent of workload, absences, and business necessities
Model the Company’s values to influence others to perform in an aligned manner.
Other duties as assigned