Service Support Representative

As a Service Support Representative (SSR), you will play a key role on a high-performance team, delivering exceptional service and support to both internal and external customers. This position collaborates closely with the Technical Support Team, Supply Chain, and Production Technicians. Daily responsibilities include responding to customer inquiries, processing orders, and providing accurate information related to parts, pricing, lead times, and order statuses.

Responsibilities:

Order Entry

• Enter customer purchase orders received via email
• Process website orders
• Enter warranty orders

Parts Support

• Answer customer inquiries about part numbers and pricing via phone
• Enter parts orders during customer calls

Customer Correspondence

• Provide order confirmations
• Communicate part lead times, tracking information, and pricing via phone or email

International Support

• Communicate with international customers on pricing and lead times
• Create Pro Forma invoices
• Manage and organize special international shipping requests

Returns and Repairs

• Process return merchandise authorizations (RMA)
• Follow up with customers for payment on repair/testing orders

Open Order Management

• Review unshipped orders to verify part availability
• Coordinate  with the purchasing team on pending parts needed for orders

Materials and Equipment Used

• Computer, phone, printer, copier, and other standard office equipment

Working Environment

• 75% Office environment
• 25% Manufacturing environment 

Education and Training

• 3–5  years of experience in a customer service role
• Proficiency  in Microsoft Office Suite: Teams, Excel, Word, Visio, Outlook
• High School Diploma or equivalent required

Knowledge, Skills, and Abilities

• Excellent customer service and communication skills
• Strong attention to detail and organizational skills
• Ability to work independently and within a team
• Effective time management and multitasking skills
• Results-driven and goal-oriented
• Adaptable to change and comfortable with accountability
• Strong interest in personal and professional growth
• Alignment with Village Why’s and Bay Tek’s Mission, Vision, and Values
• Ability to inspire and positively influence others

Travel Requirements

• Occasional travel to trade shows

Physical Requirements

• Ability to lift 10–25 lbs. for short durations