Customer Support Representative

Scale Army

Role Overview:
We are looking for a Customer Service Representative to join our team and support our customers, dealers, and end-users. In this role, you will provide exceptional customer service, addressing a wide range of inquiries and resolving issues to ensure client satisfaction. You will be responsible for managing phone calls, order processing, coordinating with factory partners, and ensuring timely resolution of service and freight issues. The ideal candidate will be highly organized, detail-oriented, and proficient in handling multiple tasks in a fast-paced environment.

Key Responsibilities:

• Customer Support & Communication

  • Answer and direct phone calls efficiently, ensuring a positive and professional interaction with customers.
  • Handle general inquiries related to discount programs, stock availability, lead times, and parts information.
  • Provide support for freight damage issues and coordinate equipment replacements or credits as needed.
  • Provide information on parts, freight estimates, and documentation (acknowledgments, invoices, approval drawings, cut sheets, etc.) to dealers and manufacturers.
  • Assist with quotation requests, ensuring that all information is provided accurately and promptly.
  • Coordinate with factory partners to address customer issues and ensure timely resolutions.

• Order Management & Data Entry

  • Submit purchase orders received in-house to the correct factory for processing.
  • Verify proper pricing, freight, and PO details to ensure accuracy before submission.
  • Input purchase orders into the RepFabric system, ensuring all data is accurate and up to date.
  • Record acknowledgments and invoices received from factories into RepFabric, ensuring proper documentation.
  • Input estimated ship dates and tracking information into RepFabric, and relay this information to the associated dealer.

• Collaboration & Team Support

  • Assist fellow team members by handling emails during backlogs or covering for colleagues on PTO/STO.
  • Provide feedback regarding estimated ship dates and ensure clear communication of tracking information to dealers and clients.
  • Continuously educate yourself on the products and services offered by all manufacturers represented by the company.

Qualifications & Skills:

• Experience & Skills

  • Strong communication and interpersonal skills, with the ability to effectively interact with both clients and internal teams.
  • Excellent organizational and time-management skills, with the ability to prioritize tasks and handle multiple responsibilities efficiently.
  • Ability to multitask in a fast-paced environment while maintaining a high level of accuracy.
  • Proficiency in Microsoft Office and basic computer skills.
  • Previous customer service or account management experience is preferred, especially in a fast-paced environment.