Customer Relations Representative - Service

Customer Relations Representative - Service

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 level 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.

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.