Customer Service Representative (Can) - [Cal167B]

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.
• Flexibility
• Work that matters.
• Training and development to accelerate learning and career advancement.

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

• This is a fast-paced position driven on turnaround and response time to customers
• Safeguard Company and customer equipment, material and information learned in execution of duties
• Work in accordance with company policies and procedures and generally accepted business and technical standards
• 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
• Drive high quality customer deliverables and post sales customer functions relating to calibration service support

Primary Objectives:

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

Additional Responsibilities

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

 Required Knowledge, Skills and Abilities:

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

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.