Industrial Customer Service Rep

Location: Erie, PA
Date Posted: 09-20-2016
Job Description for Position of:   CUSTOMER SERVICE 
Company Description 
Industrial Services Company provides repairs and services for large rotating apparatus, electric motors, and pumps up to 20 ton.  We provide service on an as needed basis 365 days per year.  This position requires direct interface with our customers.  The ideal candidate will have experience in a related service industry and be able to comprehend electro-mechanical repairs. 
Position requirements 
  •  Ability to handle multiple tasks in a fast paced environment on a professional level while maintaining an organized working ethic.
  •  Must be PC literate and able to learn our ERP system.  Experience with MS word and excel will be helpful.  
  • Answer incoming customer calls, interpret need and respond accordingly
  •  Take calls for pick up and for status of jobs in process
  •  Assist to schedule drivers to coordinate pick up and deliveries
  •  Call customers for jobs ready to be picked-up
  •  Generate and complete repair estimates:
    • a. Gather estimated repair times from Foreman or Technical Director
    • b. Contact vendors for parts pricing, record P/N, contact info, etc. for later purchase if job is approved
    • c. Contact vendor or inside sales for replacement costs if applicable
    • d. Generate estimate based on the Estimating Procedure
    • e. Contact customer with pricing information
    • f. Generate a written estimate to fax or email to customer when required
  •  Complete all documentation on job card with customer requests, dates, revised due dates, PO number from customer, etc, when receiving approvals to proceed with quoted jobs
  •  Keep an organized ‘Hold’ file and perform regular follow ups for jobs on hold
  •  Track jobs in process and contact customer with updates and any revised delivery dates
  •  Any technical or non-technical requests made by direct supervisor
  •  Ability to work occasional overtime if required 
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