Customer Service Specialist

1 week ago

Lumberton, New Jersey, United States JESCO Full time

Job Type

Full-time

Company Overview

JESCO stands as a leading distributor of heavy machinery and advanced technology across the Northeast and Mid-Atlantic regions. With a proud representation of brands such as John Deere, Wirtgen, Kleeman, Vgele, Hamm, Ditch Witch, Magni, Topcon, and many others, we provide options for purchase, rental, parts, and service. As a family-owned business for over 50 years, we are expanding our dedicated team of over 350 employees.

Why Choose JESCO?

At JESCO, we offer a comprehensive benefits package after just 30 days of employment, which includes Medical, Dental, Vision, and Prescription coverage. After 6 months, employees can enroll in a generous 401k plan. As a mid-sized company with a workforce of 370, we continue to grow and provide opportunities for career advancement.

Role Overview:

The Service Writer is responsible for delivering administrative support in collaboration with other personnel in the service department, adhering to the company's established protocols.

Key Responsibilities

  • Manage all incoming communications, including customer inquiries, internal calls, and manufacturer representatives, determining the appropriate action for each.
  • Close internal sales work orders, submit Pre-Delivery Inspection checklists, and reconcile warranty credit memos with invoices.
  • Process payroll for the service department, including billing time cards for field service activities.
  • Create and manage all service department purchase orders, ensuring they are followed through to managerial approval.
  • Oversee service department vendors not directly billed on work orders, including office supplies and tooling purchases.
  • Act as cashier, processing all C.O.D. payments, including checks and credit card transactions.
  • Maintain comprehensive service department records, including work orders, DOT records, and personnel files.
  • Manage warranty processes, generating monthly reports and notifying relevant personnel of warranty status.
  • Prepare and process extended warranty documentation, including electronic submissions and payments.
  • Handle paperwork and invoicing for planned maintenance agreements, both one-time and recurring.
  • Assist the service manager in maintaining manufacturer Product Improvement Programs, ensuring proper scheduling and documentation.
  • Maintain all service department correspondence under the guidance of the Product Support Manager and Service Managers.
  • Comply with all safety regulations and be capable of lifting and moving items up to 70 lbs.
  • Be available for overtime as required by the demands of the equipment repair business.
  • Communicate effectively with both field and shop service managers.
  • Report any issues related to customer satisfaction or product performance to the product support manager.
  • Perform additional related duties as assigned.
Required Skills
  • Strong oral and written communication skills.
  • Technical communication proficiency.
  • Reading comprehension and computer literacy.
  • Excellent customer relations and diplomacy.
  • Professionalism and strong organizational skills.
  • Effective planning and time management abilities.
Qualifications

  • Associate's Degree or equivalent experience.
  • Valid Driver's License, meeting underwriting criteria.
Experience

  • Previous experience in service management or customer service is advantageous.
Benefits

  • Comprehensive Medical, Dental & Vision Insurance.
  • 401K Plan with matching contributions.
  • Paid time off and holidays.
  • Short/Long Term Disability coverage.
  • Opportunities for professional growth.
  • College savings plan through American Funds/College America 529.
  • Employee Assistance Program, including free counseling sessions.
  • Paid training and development.
  • Long-term job security in a family-owned environment.
  • Health and wellness initiatives.
  • Discounts on products and competitive industry pay.
JESCO is an equal opportunity employer, committed to creating a diverse environment and is proud to be an inclusive workplace.

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