Summary

The Customer Service Representative is responsible for facilitating the service, repair, rental, and return process as it relates to customers and serving as a key point of contact for internal and external customers.

Essential Duties and Responsibilities include the following. Accurately and efficiently manage the repair and rental processes: customer orders, provide accurate order entry and price quotations, , tracking, and ensuring timely customer follow-up pertaining to delivery times, warranty periods, etc.

• Initiate the equipment diagnosis process for customer-owned equipment by preparing and sending the equipment valuation form to Service/Repair. After diagnosis and upon receipt of the completed equipment valuation forms, generate customer price quotations for serviced and/or repaired equipment.
• Receive, screen, and route Company phone calls in a professional and consistent demeanor while soliciting customers' needs and appropriate information to assist them (such as customer name and order requisition, and customer needs such as: status updates, lead times, pricing, product availability, technical assistance request, etc.); assist if able or relay customer to the appropriate sales representative.
• Provide timely, proactive communications to customers including immediate assistance on telephone inquires and responses to customer e-mails.
• Develop and maintain knowledge of Company products, services, reference materials, and catalogs.
• Develop professional relationships and build rapport with customer contacts and sales representatives and effectively interface with other departments.
• Maintain equipment and contact databases with pertinent information from sales orders shipped.
• Maintain sales filing system including invoices and purchase orders.
• Create a positive image of the Company through excellent customer service.
• Manage Return Merchandise Authorization (RMA) processes for service and sales departments.
• Attend production meetings and coordinate between production and sales departments.