Customer Service Representative

About the role

Develop and perform all aspects of parts order processing while maintaining the customer service function that is responsive to the needs of customers and Gaylord staff, which includes Engineering, Manufacturing, Sales, Purchasing and Finance. This position will report to the Director of Operations.

Responsibilities

• Process parts and service orders, including quotes and order analysis, making shipping arrangements, preparing documentation, and invoicing.
• Ensure that quotes are processed through the quoting process in a timely manner.
• Inform customers of unit prices, shipping date, anticipated delays, and any additional information needed.
• Package and ship all parts orders.
• Collect delinquent customer accounts.
• Process new customer accounts through credit review.
• Maintain all warranty service orders, including documentation, shipping new parts and processing returns.
• Provide on-site face‑to‑face presence interacting with team and other departments 100%.
• Receive and check customer complaints; confer with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Issue and process Return Merchandise Authorizations (RMA).
• Maintain parts inventory, including purchasing replacement parts.
• Compile statistics and prepare various reports for management.
• Provide phone coverage backup for Service Line when necessary.
• Perform other tasks necessary for the business unit and service department.
• Learn to provide technical support to customers via incoming phone calls on Gaylord product line.
• Maintain the digital parts catalog.

Skills

• Excellent communication skills – verbal, listening and written
• Excellent interpersonal skills
• Strong PC skills (MS Word, Excel, and Outlook)
• Proven track record of internal/external customer service
• Ability to multi‑task and prioritize multiple daily deadlines
• Organized (high level of attention to detail)
• Sense of urgency
• Problem solving and analytical skills
• Frequently perform work in high pressure situations
• Team player

Requirements

• Education: Associates Degree in Business
• Experience: Minimum two (2) years experience in office administration

Qualifications

• Bachelor's degree in business
• Knowledge or experience with ERP systems (SysPro)
• Shipping and packaging experience
• Experience in technical support
• Experience in manufacturing environment

Pay

Hourly Non‑Exempt: $28.00 – $31.00