Customer Service Specialist

COMPANY WRENCH LTD•Carroll, OH

1d•Onsite

About The Position

The Customer Service Specialist is responsible for delivering a high-quality customer experience following the sale of equipment, parts, and services. This role ensures customers receive timely support, issue resolution, and ongoing engagement to maximize satisfaction, retention, and long-term relationships.

Requirements

Strong organizational and time management skills
Customer-focused mindset with a proactive approach
Strong problem-solving abilities
Strong verbal and written communication skills
Ability to work cross-functionally with multiple departments
Familiarity with CRM systems (Salesforce preferred)
Ability to manage multiple tasks and priorities effectively
Mechanical aptitude or willingness to learn equipment basics
Strong attention to detail and follow-through

Nice To Haves

5+ years in customer service, customer success, or service coordination preferred
Experience in heavy equipment, construction, or industrial industries is a plus
Customer service experience in a dealership or service environment preferred

Responsibilities

Conduct proactive follow-ups with customers after equipment, parts, or service purchases.
Confirm delivery, setup, and overall customer satisfaction.
Triage and manage customer concerns including equipment performance, service issues, and warranty claims.
Coordinate with Service, Parts, and Sales teams to ensure timely resolution.
Maintain clear communication with customers throughout the resolution process.
Monitor the customer journey after the sale to ensure a consistent experience.
Identify and escalate gaps or inefficiencies in service delivery.
Document customer feedback and any issues.
Build and maintain strong customer relationships post-sale.
Identify opportunities for repeat business, service work, and additional support.
Assist in identifying additional areas of revenue growth.
Re-engage customers to maintain long-term satisfaction.
Maintain accurate records of all customer interactions, follow-ups, and issue resolutions.
Utilize Salesforce (CRM) systems to track customer lifecycle and service history.
Act as the voice of the customer internally.
Provide feedback to Sales, Service, and Operations teams on recurring issues.
Assist in improving after-sales processes and procedures.
Route relevant opportunities to the appropriate department.