Customer Service Representative

Company Overview

TIME Manufacturing Company is a global leader in the production of vehicle-mounted aerial lifts and equipment, serving industries that demand reliability, safety, and precision. With a focus on innovation and customer satisfaction, we are committed to delivering high-quality products and exceptional service. Our culture fosters collaboration, continuous improvement, and a passion for exceeding expectations.

About the role

The Parts Customer Service Representative is responsible for delivering industry-leading customer service to all parts customers across North America. This includes answering all incoming calls, voicemails, emails, and follow-up inquiries within 24 hours or less. The position ensures every customer request receives a timely response, accurate information, and proactive follow-up through clear communication and professional service. This role requires critical thinking, multitasking, strong attention to accuracy, great customer service, and a professional level of communication.

Responsibilities

• Provide world-class customer service to all parts customers.
• Answer all incoming phone calls.
• Respond to all voicemails within 24 hours.
• Respond to all incoming customer emails within 24 hours, following the 24-hour communication flow:
• If status/answer is known → respond with the solution.
• If status/answer is not known → notify the customer, the request is being worked and follow up daily.
• Ensure no customer request goes unanswered.
• Provide updates on order status, lead times, pricing, and required follow-up.
• Maintain a professional tone and send properly structured emails.

Skills Needed

• Well versed in Microsoft Office, more specifically, Excel and Outlook.
• A background in customer service is preferred.
• A self-starter willing to learn and take on new challenges.
• Able to manage time effectively and be organized.
• Able to solve problems and be comfortable delegating tasks.
• Able to provide professional, top-tier customer service even for less than satisfied customers.
• Able to work well with other team members to support our customers.
• Punctual and in attendance, as customer service must always be available to our customers.
• Comfortable making decisions and knowing when to escalate.
• Able to think critically and apply it to their work.
• Able to communicate effectively and execute any visions or directions needed.

Core Benefits

• Competitive salary and bonus structure.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Collaborative and innovative work environment.

Equal Employment Opportunity (EEO)

Time Manufacturing Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.