Off-Highway Customer Support Representative

Clarke Power Services Inc • Indianapolis, IN

3d • Onsite

About The Position

The Operations & Customer Service Coordinator supports daily service, parts, and administrative functions for the off-highway engine division. This role ensures technicians, parts personnel, and customers receive accurate, timely support. Responsibilities span from being the first person to greet customer, gather information on customer requests, service ticket management, customer technician time entry, parts coordination, invoicing, customer communication, and internal operational support coordinating shipments from the warehouse to our customers and coordinating activities with warehouse in both parts and production.

Requirements

• Experience in service operations, parts coordination, or administrative support (preferably in diesel, gas, generator, or off-highway equipment).
• Knowledge of platform systems or similar service/ticketing system
• Excellent communication and customer service skills.
• Ability to manage multiple tasks, prioritize, and work in a fast-paced environment.
• Strong attention to detail and accuracy in data entry and documentation.
• Valid Driver's License with good driving record
• Associate is frequently required to use hands to touch, handle, and feel, and reach with hands and arms.
• Associate must be able to regularly lift and/or move up to 50lbs and occasionally lift and/or move up to 100lbs with assistance.
• Associate must be able to read and write reports.
• Adhere to Health and Safety rules, regulations, policies, procedures, and prescribed instructions

Nice To Haves

• Basic understanding of parts, engines, or equipment service operations is a plus.

Responsibilities

• Greeting customers for service and repair needs
• Communicate to customers in all aspects of in person, phone, emails.
• Enter daily technician time into Excede.
• Open, assign, and manage service tickets in Excede
• Dispatch tickets to technicians via tablets and follow up on job status.
• Close out company vehicle tickets and other service documents monthly.
• Manage service department email inbox and answering incoming calls
• Verify all tech information, parts, labor, and payment details before closing tickets.
• Ensure all completed jobs have correct parts, and labor time.
• Enter invoices into customer portals and monitor for payment.
• Invoice service orders/PMs when jobs are ready.
• Coordinate with accounting to ensure customer accounts have credit to proceed.
• Process credit card payments as needed.
• Maintain the approval basket, ensuring items are reconciled and routed appropriately.
• Verify tickets and forward parts discrepancies for correction.
• Provide customer support
• Match parts invoices to service tickets for accuracy.
• Assist technicians with locating and sourcing needed parts.
• Order parts as required for technician jobs.
• Conduct cycle counts and support inventory accuracy.
• Ship kits and manage core returns, including related paperwork.
• Assuring shipments and billing of parts are completed daily

Benefits

• Weekly Pay!
• Medical, Dental, Vision Insurance starts first day of the month after you start!
• Healthcare Savings Account Option with Annual Company Contribution!
• 401K Savings Plan with Company Contribution Every Paycheck!
• Paid Holidays and Vacation!
• Life and Disability Insurance!
• Enjoy FREE Access Perks Discounts on Dining, Travel, Retail, and Other Services across the Country!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed