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Customer Service Specialist for Machinery

2 months ago

Freehold, New Jersey, United States Woods Machinery Full time
Job Overview

Salary: From $65,000/year inclusive of commission

Woods Machinery is on the lookout for a dedicated and customer-focused Service Writer to enhance our vibrant workforce. This position is vital for fostering effective communication between our clientele and the service division. The perfect candidate will demonstrate outstanding customer service abilities, meticulous attention to detail, and a solid understanding of machinery services.

Key Responsibilities:
  • Welcome customers and collect details regarding their service requirements.
  • Handle a significant volume of incoming communications, including phone calls, texts, and emails, ensuring prompt and effective responses to customer inquiries.
  • Engage with customers to clarify service alternatives, provide estimates, and secure necessary approvals in line with company policies.
  • Act as a liaison between customers and service technicians to guarantee accurate and timely job completion.
  • Keep customers updated on the progress of their repairs and any additional service recommendations.
  • Process invoices and payments with precision.
  • Address customer inquiries and concerns professionally and courteously.
  • Maintain thorough records of service transactions.
  • Review equipment maintenance records and comply with established service timelines.
  • Initiate work orders by clearly documenting symptoms, issues, root causes, and requested repairs and services.
  • Verify warranty and service contract coverages, explaining terms and exclusions.
  • Facilitate customer field service requests by gathering relevant information and coordinating with Service Managers to effectively deploy field service technicians.
  • Proactively promote, sell, and monitor preventive maintenance programs and extended warranty options.
  • Collaborate with the Service Manager to ensure technicians consistently meet the allocated flat rate or estimated hours for each repair.
  • Perform other duties and special projects as assigned.
Benefits:
  • Hourly Pay + Commission
  • Health, vision & dental insurance
  • Paid time-off
  • 401K Retirement Plan with company matching
  • Company supplied work attire
  • Career advancement opportunities
  • Manufacturer sponsored training
  • Company outings and monthly lunch
  • Discounts on products sold by the company
  • Referral bonus
Requirements:
  • Minimum of 2 years' experience in Customer Service – Preference for candidates with over a year of experience in customer service, along with a strong ability to quickly learn industry knowledge.
  • Exceptional customer service and interpersonal skills.
  • Excellent verbal and written communication skills.
  • Basic computer proficiency and familiarity with service management software.
  • Able to thrive in a fast-paced environment and manage multiple tasks simultaneously.
  • Detail-oriented and organized.
  • Capable of working independently or as part of a team.
  • Successful completion of a background check and drug screening.
  • Able to work in an office/shop environment with exposure to various outdoor weather conditions.
  • Willingness to work overtime as business needs arise.
About Us:

Woods Machinery is a second-generation family-owned enterprise providing equipment sales, rentals, and product support since 1984. We are a leading company committed to delivering exceptional products and support to our customers. Our pride lies in our dedication to quality, customer satisfaction, and a collaborative team atmosphere.