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Customer Service Representative

2 months ago

Houston, Texas, United States HOLT Industrial Systems Full time
Job Summary

Holt Industrial Systems is seeking a highly motivated and detail-oriented Customer Service Coordinator to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service, ensuring timely and efficient resolution of customer inquiries, and contributing to the overall success of our business.

Key Responsibilities
  • Schedule and Coordinate Service Work: Coordinate daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resources.
  • Communicate with Customers and Stakeholders: Communicate with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing equipment.
  • Ensure Customer Satisfaction: Ensure that customers' expectations regarding communication, information, and updates are met and/or exceeded.
  • Collaborate with Cross-Functional Teams: Collaborate with critical parts and service employees to ensure the flow of information and processes are all focused on delivering exceptional customer service.
  • Coordinate Service Delivery: Coordinate and follow up to ensure that customer service delivery expectations, including completion deadlines, job costs, quality of service, and invoicing, are met.
  • Provide Quotes and Estimates: Provide quotes of all service work to be performed in Part and Service Quote software (PSQ), unless previously quoted and approved by the customer.
  • Maintain Accurate Records: Maintain consistent, accurate, and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensure that the department operates efficiently.
  • Generate Purchase Orders and Validate Work Orders: Generate all purchase orders and validate timely entry into work orders in DBS systems.
  • Coordinate with Supervisors: Coordinate with Supervisor(s) on opening and closing work orders on a daily basis.
  • Maintain Department Reports: Maintain department daily and monthly reports.
  • Ensure a Safe Work Environment: Work safely at all times and adhere to all applicable safety policies; comply with all company policies, procedures, and standards.
  • Attend Work Regularly: Requires regular and punctual employee attendance.
  • Perform Other Duties: Performs other duties as assigned.
Requirements
  • Working Knowledge of Computers and Multi-Line Phone Systems: Working knowledge of computers and multi-line phone systems.
  • Knowledge of Basic Office Practices: Knowledge of basic office practices, procedures, and processes.
  • Proficient in Microsoft Office: Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level.
  • Excellent Communication Skills: Excellent verbal, written, and communication skills.
  • Exceptional Customer Service Skills: Exceptional customer service skills.
  • Interpersonal Skills: Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization.
  • Functional Knowledge of Operating Systems: Functional knowledge of key operating systems: DBS, Service Link, and MDS.
  • Functional Knowledge of Sullair Product Applications: Functional knowledge of critical Sullair product applications: SIS and SIMSi.
  • Time Management and Prioritization Skills: Time management and time-critical prioritization skills.
  • Ability to Work on Multiple Projects: Ability to work on multiple projects and deal effectively with employees, team members, and management.
  • Self-Starter and Independent Worker: Self-starter and ability to work independently.
  • Ability to Operate Office Machines and Computers: Ability to operate office machines and computers.
  • Understanding of Written Sentences and Paragraphs: Understands written sentences and paragraphs in work-related documents.
  • Effective Communication and Presentation Skills: Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the general public.
Education and Experience
  • High School Diploma or Equivalent: High School diploma or equivalent preferred.
  • Direct Sullair Service Experience or Industry Experience: Three plus years of direct Sullair Service experience or five-plus years of industry experience in air compressors.
Other Requirements
  • Valid Driver's License: Must have a valid driver's license.
Supervisory Responsibilities
  • None: None.
Travel
  • Minimal Travel: Minimal travel may be expected.