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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