Customer Service Specialist

Responsibilities

• Log all repairs in ERP, determine warranty dates of equipment, and stage for internal repair or ship to third‑party repair depot
• Ensure the repair is completed and returned to the customer in a timely manner
• File warranty claims for reimbursement if applicable
• Price tickets accordingly and prepare them for biller review
• Receive and stage products and provide tracking and updates for sales and service teams as well as customers
• Ship out products to customers
• Collect, assess, and return equipment to the vendor within the allotted time frame
• Review, maintain, and update inventory levels based on sales history and customer needs; perform inventory counts and rotate inventory to ensure parts and equipment are used from oldest to newest
• Ensure inventory assets are always secured and locked
• Add and remove equipment
• Assist in the renewal process
• Log and schedule calls/jobs for installers and technicians, import time, maintain expired events, update pricing, and prepare tickets for biller review
• Maintain and update customer contact information as needed, assist in resolving incorrect billings, contact customers on overdue bills, and work with them on collecting payments
• Pull and maintain WIP and other reports such as aging, open purchase orders, etc.
• Review sales and service tickets for accuracy and send invoices via email or mail to customers
• Establish relationships with major customers and vendors outside of their locations
• Serve as the first point of contact for visitors and customers, depending on the reporting location

• 3-7 years experience in customer operations or related fields, such as customer service
• Scheduling/dispatch experience
• AP/AR (collections, setting up billing, etc.)
• Purchasing experience
• Shipping/receiving experience
• Inventory management experience
• Radio program and troubleshooting experience
• Must possess a High School Diploma or GED (Associate Degree preferred)
• Must possess excellent knowledge and experience using Microsoft Office products including Word, Excel, and Outlook
• Must be able to interact and communicate professionally in both spoken and written form at all levels of the organization
• Ability to succeed in an often fast‑paced environment, establish priorities, work independently, and proceed with objectives without supervision
• Strong organizational and administrative skills
• Detail‑oriented
• Discreet and able to handle confidential and proprietary information appropriately
• High level of integrity
• Background in accounts receivable and purchasing is a plus
• Experience in an office setting preferred