Customer Service Representative

2 months ago

Jurupa Valley, United States Rangam Full time

Shift Timing: 7 - 4 pm


Overtime may be available during the week.


This is a fully onsite position.

  • Potential for conversion to full-time based on performance.
  • Primarily an office setting with occasional access to the warehouse for equipment inspections. Safety gear, including a vest, hard hat, eye protection, and steel-toe boots, will be required.
  • Forklift operation may be required as needed.
  • The role involves using the Rental Results system.
  • Preference will be given to candidates with equipment rental and customer service experience


Maintain up-to-date records on orders, ensure timely follow-ups on order statuses, and coordinate with other sites regarding part availability. Take initiative to address any delays or issues, and follow up with the hiring manager if parts are not available


This role will have a stronger focus on reporting directly to the manager and taking initiative in the ordering process.


Core Responsibilities:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

  • Manage inbound phone calls, online inquires and customer walk-ins
  • Ability to perform operations and logistics tasks; scheduling technicians, deliveries and equipment
  • Strong collaboration with customers and branch staff on dealing with issues
  • Process customer requests such as rental quote generation and order placement over the phone, in person or via e-mail
  • Ability to document tasks in process flows
  • Answer standard or non-routine product questions and direct questions to appropriate service or sales personnel when necessary
  • Enter orders and arrange delivery to all sites and locations per the individual agreement including an understanding of the agreement of freight terms
  • May be required to handle contract renewals and contract maintenance or changes of simple configuration or change of purchase order
  • Reviews auto-renewals of contracts and supports contract additions identified by branch staff
  • Complete equipment and rental processes in tool and schedule product pick-up and prepare paperwork for customer sign off
  • Support Service Shop Technicians in completing work orders and pulling necessary parts for product repair
  • Supports branch staff in compiling metrics
  • Assists branch manager and service staff ensuring customer requests are completed in a timely manner
  • Ensure correct time entries and appropriate billing is maintained for projects and service engagements
  • Obtain and updates forms of payment to process for service orders from customers
  • Ensures all service operations and part numbers are added to service orders
  • Create and maintain safe working environment and culture within the organisation
  • Take care of internal and external customer needs and expectations
  • Demonstrates high impact culture through innovation, accountability and empowerment
  • Must be able to function in a team environment; usually works with direct supervision but can work independently


Qualifications:

  • High school diploma or equivalent plus 2 years of applicable work experience
  • Forklift certification preferred.
  • Computer proficiency to include Microsoft Suite and Math skills
  • Demonstrated ability to troubleshoot logical processes and basic knowledge of circuit testing
  • Able to executive tasks medium levels of autonomy; limited guidance required for complex tasks
  • Able to collaborate with other disciplines
  • Ability to understand concepts in execution and strong organisation skills
  • Understanding of general business concepts
  • Strong communication skills between team members
  • Solid User of standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
  • Fluency in relevant ERP systems
  • Basic understanding of typical IT business tools


Day in the life:

  • In this role, the shop working environment may include outdoors, weather extremities, use of PPE, exposures to hazardous material, loud noise, etc. and the physical demands may include but not limited to {regularly sitting, standing, lifting up to 50 lbs.

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