Customer Service Representative (Usa) - [Cal329B]

Who we are—

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond.  With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities.  We fulfill this promise through our employees, who live Our Values every day, the Transcat Way.  Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve.  Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? 

Here’s what Transcat has to offer— 

• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!
• A values-based culture where people care about each other and the work they do together.
• Training and development to accelerate learning and career advancement.
• Flexibility
• Work that matters.

The Customer Service Representative will serve as a conduit for information between operations, sales, and the customer. The successful candidate will predominantly support tickets, requests, lead escalation, quotes, and status of items - but should also be comfortable in independent decision making to proactively communicate with customers and prioritize work without high levels of supervision.

Essential Duties and Responsibilities

• Drive high quality customer deliverables and post sales customer functions relating to calibration service support
• This is a fast-paced position driven on turnaround and response time to customers
• Work in accordance with company policies and procedures and generally accepted business and technical standards
• Safeguard Company and customer equipment, material and information learned in execution of duties
• Control service workflow so that customer’s commitments are met and up to date job status is accurately documented at all times
• Measures of success will be surrounding ease of service, timeliness of communication, as well as ability to articulate quality of service and work performed among other periodic performance targets as designated

Primary Objectives:

• Answer customer questions regarding billings, delivery, ship dates, etc.
• Generate purchase orders for parts and services as needed
• Actively support the company mission, goals, programs, and policies
• Advise customers of status and/or completion dates of repair and calibration, call customers for pick-up
• Relay general technical information to customers
• Contact customers with estimates and get purchase order numbers, document in the respective system to confirm discussions
• Monitor and drive workflow and administrative turn times
• Coordinate daily driver pickup/delivery schedule
• Controls order processing workflow in multiple business systems
• Maintain accurate, complete, and up-to-date department files and records on a timely basis

Additional Responsibilities

• Other duties as assigned
• Backup for onsite coordination
• Process units into the calibration lab software so that customer commitments are met
• Assist in shipping/receiving and TMS processing as required
• Prepare customer paperwork for shipments as required

 Required Knowledge, Skills and Abilities:

• Must be able to work with others
• Must be able to multitask
• Must be detail oriented
• Excellent verbal and written skills

Education and Experience:

Minimum of a High school diploma or general education degree (GED); or one to three months’ related experience and/or training; or equivalent combination of education and experience preferably in a technical environment.

Equal Opportunity and Non-Discrimination

Transcat is an equal opportunity employer and prohibits discrimination on the basis of any protected status.  All qualified applicants will receive consideration for employment without regard to color, creed, disability, domestic violence victim status, gender identity, genetic predisposition or carrier status, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, status as a protected veteran or as a member of any other protected group or activity.

We will make reasonable accommodations for personal with disabilities to enable them to perform the essential functions of this position unless to do so poses an undue hardship on the organization or a direct threat to health or safety reasonably accommodate individuals to perform the essential functions of this position.