Customer Service Representative

We're seeking a dynamic Customer Service Representative to serve as the vital link between our customers and operations teams. In this role, you'll orchestrate daily activities including crew dispatch, equipment coordination, and customer relationship management. You'll take ownership of key accounts within your geographic area while ensuring seamless communication, timely deliveries, and exceptional service. This position offers the opportunity to guide less experienced team members and drive continuous improvement in our international sales operations.

Roles and Responsibilities

• Serve as primary communication liaison between customers and operations, dispatching crews and equipment for job assignments

• Plan, lead, and coordinate daily activities of shipping personnel and shop staff

• Respond to quote requests from external and inter-company customers; prepare contracts, quotations, and shipping documentation

• Assess customer needs and recommend appropriate solutions; actively support sales of new or additional services

• Coordinate transportation logistics, arrange insurance, and track all shipments through to customer delivery

• Process and review incoming orders, verify transfers, and ensure proper shipping procedures are followed

• Manage invoicing for equipment shipped and associated costs including crating and freight; re-bill international expenses

• Handle customer inquiries and complaints regarding billing; coordinate with QA and operations on non-conformance reports

• Purchase materials within authorized limits to support customer orders

• Continuously expedite and report on work order status; track all incoming inquiries and pending orders

• Maintain open communication with customers providing updates on product availability, delivery dates, and order status

• Mediate between customers, operations, and QA teams with daily interactions and updates

• Actively participate in continuous process improvement initiatives and cost control measures following quality policies and standards

• Provide guidance and mentorship to less experienced Customer Service Representatives

Skills and Education

• Proven experience in customer service coordination, logistics, or operations management

• Strong organizational and multitasking abilities with excellent attention to detail

• Outstanding communication skills, both written and verbal, for customer and internal team interactions

• Proficiency in processing quotes, contracts, and shipping documentation

• Knowledge of international shipping procedures, insurance coordination, and freight logistics

• Problem-solving skills with ability to assess customer needs and recommend solutions

• Experience with invoicing, billing systems, and purchase order management

• Leadership capabilities to coordinate and guide team members

• Commitment to quality standards and continuous improvement methodologies

• Flexibility for on-call requirements and overtime as business needs dictate

• High school diploma required; Associate's or Bachelor's degree in Business, Logistics, or related field preferred

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