Work Order Analyst - Customer Service

MacAllister • Niles, MI

49d

About The Position

This individual acts as a liaison between customer, management, and technicians. Position is responsible for the final review and closing of work orders and all documentation associated with doing so, reviewing work orders for technical accuracy, completeness and following up with Technicians and other internal departments to resolve any open items. Additionally, this position communicates with customers obtaining purchase orders and any other critical customer information.

Requirements

• High School Diploma or equivalent
• 3 years customer service experience
• 2 years' experience in an engine or heavy equipment service facility
• Strong mechanical aptitude
• Excellent communication skills, including verbal, written, listening and non-verbal skills
• Excellent problem-solving skills and the ability to interpret and apply warranties, policies, procedures, guidelines and laws
• Excellent customer service and strong prospecting skills with the ability to meet and/or exceed customer expectations
• Strong analytical skills
• Strong ability to work professionally with internal and external customers, vendors, and peers

Nice To Haves

• 2 years' experience with Caterpillar machinery

Responsibilities

• Assists with opening and tracking work orders for aging, following up with Supervisors and Technicians to follow work order to completion, assuring timely invoicing and management of work in process
• Serves as the Service department's main point of contact for closing work orders; communicating with Technicians and other departments to close any open items on work orders, document mileage charges, technical review of repairs made, validate warranty coverage and perform final review of invoice prior to sending to customer
• Estimates customer costs
• Contacts customer for purchase orders
• Ensures a manageable variance, including flat rate, discount and warranty
• Communicates with the Parts department to control parts returns
• Develops customer relationships and maintains both internal and external customer satisfaction
• Maintains the reputation of the department and division in terms of professionalism, courtesy, appearance and customer service
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees