Job DescriptionJob DescriptionMSR Technology Group has an immediate need for an onsite Customer Service Representative for our client located in Mira Loma, CA. This is a contract position with the potential to go perm. Hours: 7-4PM and may require overtime. Additional Details:
- Customer Service Representative to 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
- Onsite interviews will be conducted.
- Work primarily in 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
Responsibilities:
- 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 autorenewals 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 organization
- 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 organization 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
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