JOB DESCRIPTION: Service Writer
Roles / Responsibilities:
- Manage internal and external communications for a custom repair shop for large commercial equipment as needed for all customer issues, including invoicing, shipping, quality, documentation, RMA’s, credits, etc.
- Escalate as needed for support and agreement
- Inform all parties internally and work to reduce bottlenecks or delays
- Facilitate internal and customer teams in resolution of complex problems.
- Track and confirm problem resolution with customer and close out internally
- Conduct Receiving tasks to support Receiving dept. as needed
- Communicate with Customer by phone, email and in person through the Service project as directed by the Sales Manager.
- Cover the Front Counter using a professional demeanor supporting customers that come in looking for assistance or purchasing parts.
- Follow Standard Operating Procedures to cover the front counter
- Have the ability to learn parts and provide service to customers to identify parts requirements and accept payment per terms.
- Maintain integrity of Yard Inventory on a daily basis using our 24/24 RULE which means a unit must be tagged, Estimate started and Customer contact within the first 24 hours of arriving on our yard.
- Effectively create a Work Order card for customer or potential customers. This W/O will contain the details of the scope of work for the product including: evaluation of the scope of work, detail the actual requirement for service repair/replacement and identify parts that will need replaced.
- Follow all SOP’s pertaining to this position including but not limited to: Customer acceptance of the work, Sales agreement to the work, Coordination with Shop floor to conduct the work and identify parts requirements and labor estimates, frequent follow up of shop activity to make certain the job is on schedule and communicate to the customer and Sales if there are issues
- Using the Work Order card to create an Estimate that will detail the specific work AUTHORIZED by the customer to be performed including establishing individual line items for labor.
- Initiate Parts Requests as needed to support the project
- Work closely with Buyer/Planner on acquiring necessary parts to meet delivery time to keep the project on schedule to meet Customer Expectations.
- Work closely with Buyer/Planner to get the service project scheduled to meet the customer expectation date.
- Work as a partner with both the customer and internal departments such as the shop floor, Buyer/Planner, Sales and Accounting.
- Deliver a “perfect” Estimate packet to Accounting to assure a smooth process for Invoicing.
o All parts have part numbers assigned with updated pricing
o Freight charges are applied when required
o Labor lines add up to correct total
Skills Requirement:
- Excellent Customer communication
- Attention to detail at an extreme level
- Takes responsibility for personal actions and success of the team.
- Experience working as Inside Sales or Customer Service
- Computer skills working with ERP/MRP systems
- Be positive and a Customer Experience Champion
- Technical exposure to transportation or automotive industries.
- Servant leader style - willing to pitch in and help when staff is short-handed and or workload is high.
Education / Experience
- High school diploma or equivalent
- Three or more years of experience in Inside Sales or Customer Service are preferred.
- Strong preference for someone who has worked in a similar environment of rapid growth and change … leading an effort to elevate the customer experience.
- Skill in lean process improvement – eliminating non-value added activity
- Strong people leadership skills
- Strong communication skills: written, verbal, group presentation
- Proficiency with Microsoft Office applications required/ Quickbooks preferred
- Experience with ERP implementations desirable.
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health savings account
- Paid time off
Work Location: In person
