Customer Service Representative

The Parts Customer Service Representative position at TIME Manufacturing Company is responsible for delivering outstanding 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.

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.
• Maintain a professional tone and send properly structured emails.
• Create accurate parts quotes through the ERP.
• Validate pricing before sending to customers.
• Enter sales orders the same day for orders received before 3:00 PM.
• Verify part numbers, availability, substitutions, and compatibility.
• Communicate lead times clearly and escalate inconsistencies.
• Support improvements to parts data and internal processes.
• Cook up with internal departments to obtain needed updates.
• Follow up daily on pending customer information.
• Communicate delays to the Parts Customer Service Supervisor.
• Report all customer complaints through the appropriate company channel.
• Support team members with workload and knowledge sharing.
• Demonstrate strong problem-solving and professionalism.
• Maintain punctuality and consistent attendance.
• Execute leadership direction and escalate when necessary.

Requirements

• 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.
• Great time management.
• Organized, a problem solver, and comfortable with delegating tasks and holding team members responsible.
• Prepared to resolve issues, for less than satisfied customers, while providing professional, top-tier, customer service.
• Comfortable working 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, but knowledgeable of when to escalate.
• Able to critical think and apply to their work.
• Able to communicate effectively and execute any visions or direction needed.

Core Benefits

• Competitive salary.
• 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.