Service & Warranty Support

Description

Position Overview:

The Service & Warranty Support Clerk serves as the main point of contact for customers, providing exceptional service and support. This role involves gathering critical information, processing service orders, handling customer communications, and ensuring smooth operations between customers, technicians, and the service team.

Key Responsibilities:

• Customer Service: Greet all incoming calls warmly and professionally, providing excellent service with a positive attitude. 
• Information Gathering: Collect customer details such as owner’s name, HIN number, contact info, vessel location, and a summary of the issue they are facing.
• Create Service Issues: Use Service Central to create or update service issues linked to the HIN number.
• Documentation: Record all customer interactions in system to ensure accurate service tickets, quotes, sales orders, and RMAs are created, updated, or closed.
• Communication: Document all non-email communications with customers via email and use company-provided devices for phone calls and text messages.
• Order Management: Oversee the creation and follow-up of customer orders, from new customer setup to closed order follow-up.
• Customer Data: Create or update customer records in system, ensuring contact details are correct and up to date.
• Sales Quotes: Create and send quotes in system based on customer or technician requests, secure customer signatures, and convert quotes to sales orders.
• Payment Processing: Collect payments via credit card in system, assist customers with wire or check payments, and immediately forward cash payments to the accounting department.
• Sales Order Management: Confirm order details (shipping, payment, inventory) and release orders for processing.
• Shipping Coordination: Confirm the shipping details and prepare components for shipping. Ensure items are accounted for and coordinate the delivery with the shipping department. Provide customers with tracking info and expected delivery dates.
• Transport Coordination: Arrange for the transport of customer vessels to and from storage locations as needed.
• Inventory Management: Inform purchasing about inventory discrepancies and maintain accurate stock levels.
• Support Technician Duties: Help reduce technicians’ administrative load by handling tasks like order creation and customer communication.
• Follow-Up: Reach out to customers via phone and email to confirm the completion and closure of service or warranty tickets.
• Customer Testimonials: Provide excellent service and request positive customer testimonials.
• Off-Season Calls: Reach out to all Pavati owners during the off-season to check on their vessels and create service issues for future repairs.

Requirements

  Qualifications:

• Experience: Experience in customer service, administrative support, or similar roles.
• Skills: Strong communication, organizational, and multitasking abilities. 
• Attributes: Detail-oriented, proactive, and dedicated to providing excellent customer service.
• Tools & Equipment: Ability to use company-provided devices for communication and maintain accurate customer records.

This role is ideal for someone who thrives in a fast-paced environment, enjoys customer interaction, and plays a key part in ensuring smooth service and warranty operations.