Service Operations presso Industrial Physics Inc

Description

Fill a primary role in the administrative support and operations of the services organization. Duties include, but are not limited to:

• Monitor the service inbox for inquiries and provide timely assistance to both internal & external customers. Inbox duties include deleting spam/promotional email, moving items to the appropriate folders, and ensuring that only action items or items being worked on are in the inbox.

• Routinely review service records to identify customers in need of re-calibration service and perform quote follow-up to existing contacts in which calibrations are near due or expiring in attempts to obtain a purchase order. Maintaining accurate communication history of follow-ups is a must.

• Generate quotations and order confirmations for new and existing service accounts in accordance to the SOP. Ensure accurate and timely entry of orders and order confirmations sent to customers.

• Work collaboratively with team members and counterparts in other parts of the organization (Sales, Management, etc.) as needed, to develop and implement action items to resolve customer issues.

• Answer calls and provide assistance regarding service dates, pricing, order placement, and processing.

• Ensure that any Field Service Technician (FST) requests for tools, standards, fixtures, parts, etc. needed for upcoming jobs are prioritized, processed accordingly, and are fulfilled.

• Coordinate jobs with sub-contractors and provide information needed to allow successful completion of such orders.

• Ensure that all contractor requirements provided by the customer (background checks, safety glasses, gate entry information, etc.) are communicated to the FST or sub-contractor and are noted on the order.

• Run open service orders report weekly and update due dates with confirmed service dates in ERP

• Perform other job-related duties as assigned.

Requirements

Experience/ Education Requirements

• Must be able to organize and prioritize work, be proactive, take initiative, resolve problems, follow though, and simultaneously     manage multiple priorities to ensure goals and tasks are met in a timely manner.

• Excellent communication skills required; both oral and written.

• High level of proficiency in Microsoft Office programs such as Outlook, Word, and Excel.

• 1+ year of Salesforce experience

• ERP Experience required

Preferred Skills

• Minimum two years of experience in the following fields are preferred: Customer Service, Inside Sales Support, Technical Support, or another customer support role.

• Field service dispatching

• SAP or Syteline experience preferred

• Bilingual is a plus