Customer Relations Representative - Service

Short Description

A service admin’s duties include providing dedicated support for the service operations organization through assistance with fulfilling customer orders for field service, contracts, special projects, and data driven services . Timely processing of received orders, preparation of quotations and maintenance of accurate data in SAP.

• SLA Tracking and Processing- includes documentation and implementation of KPIs.
• Timely processing of received orders, invoicing of fulfilled orders, preparation of quotations and maintenance of accurate data in SAP.
• Troubleshoot and resolve customer complaints and issues efficiently ensuring a high-level of customer satisfaction.
• Follow up on POs (parts ordered for service or repairs)
• Follow up on unpaid invoices. Missing FSRs/not signed FSRs.
• Managing/ Correcting any issues related to reported hours in FSM/ SAP
• Consuming parts for repairs
• Communicate with customers to ensure their issues are resolved and that they are satisfied.
• Analysis of monthly and annual figures including trends and customer base structure.
• Master data management and safety stock levels maintenance based on trends of parts movements.
• Creating metrics for reporting regarding trends and customer structure.
• Maintain records and contact Logistics for any discrepancy regarding shipments.
• Customer account creation
• PN creation

• High school diploma;
  Bachelor’s degree in business, communications or a related field.
• 2+ years’ experience with direct customer contact
• Experience in customer service or after-sales support
• Experience in a manufacturing environment
• Familiarity with SAP or equivalent ERP systems.
• Proficiency in Microsoft Office applications.

Your location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our Wixom or Auburn Hills, Michigan offices.