Service Writer

3 days ago

Arlington, Virginia, United States Radwell International Full time
Job Title: Service Writer

Job Summary:

We are seeking a highly skilled Service Writer to join our team at Radwell International. As a Service Writer, you will be responsible for processing repair quotes, repair orders, and supporting the sales staff with regard to repair-related jobs. You will perform all related tasks that encompass customer service in the repair department.

Key Responsibilities:
  • Repair service writing
  • Provide customer service and support
  • Work jointly with sales staff to close orders
  • Process and manage customer quotes not assigned to a salesperson
  • Open repair quote expediting (follow-up with customers to obtain quote approval)
  • Repair order expediting (provide order status updates to customers)
  • Quote-to-order transfer
  • Complete CRM task assignments with customer-oriented follow-up to assure completion
  • Outsource processing (requires working with vendors and customers to complete repair orders)
  • Assist Strategic Service Support Manager and team as needed
  • Standard order processing tasks
  • Manage all Buckets within CRM pertaining to the Service Writer Department (Pending Customer Approvals, BER's, Repair/Eval, Outsource Eval, etc)
Metrics:
  • Employee will be evaluated on a quarterly and annual basis. Evaluation will be based upon the average number of units "quoted" per day (units "quoted" refers to the number of units moved from Repair Eval to Awaiting Customer Approval, as reported by CRM [internal tracking and reporting system]). Each status will be tracked and monitored by the employee's manager). To assure the success of the employee and department, these statistics will be compared to the requirements set forth in the employee's previous review. Any additional goals, whether quantifiable or project-oriented, will also be set forth in the employee's previous review. The current requirement for this position is a minimum of 15 units quoted per day (average).
  • Additional measurements to be added as necessary
Qualifications:
  • Good communication and customer service skills
  • Knowledge of Microsoft-based systems such as Excel, Outlook
  • Team player able to function under daily goal-driven environment
  • Other duties, tasks, and work as may be assigned/modified from time to time
Knowledge and Skills Required:
  • Strong computer proficiency
  • Ability to multi-task
  • Ability to work at a fast pace
  • Attention to detail
  • Problem-solving abilities
  • Good communication skills
Education and Experience:
  • High school diploma or equivalent preferred
  • One to three years related experience and/or training
Certificates, Licenses, Registrations:

None required

Physical Demands:

Occasional sitting, reaching, working overhead, climbing or balancing, stooping, kneeling, crouching or crawling, frequent walking and lifting up to 25 pounds

Bonus/Commission Plan:

Eligible for commission after successful completion of 90-day introductory period

Work Schedule:

This is a full-time position with hours from 8:00 am to 5:00 pm Monday through Friday. Adherence to attendance and coverage policies is expected to be followed diligently. Time off will be granted with proper formal notice in accordance with company policy

Work Environment:

The environment is a professional open office environment located in the production warehouse. It may be necessary from time to time to go to other departments relative to the requirements of the position. Dress attire is casual but professional in an office setting. All employees are required to wear "Radwear" (shirt with company logo) at all times once the initial supply (at company expense) has been received

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