We are looking for a Customer Service Representative to support a busy service team in New Hope, Minnesota. This Long-term Contract position offers a hybrid schedule, with onsite collaboration during part of the week and remote work on designated days after training. The person in this role will serve as a key point of contact for customers, helping manage service requests, coordinate order details, and ensure timely communication across multiple support needs.
Responsibilities:
- Manage a high volume of incoming customer calls and direct inquiries to the appropriate team members when needed.
- Create and update service requests in ServiceNow, ensuring work is categorized accurately by urgency and service type.
- Process orders in internal systems and verify that order details are entered correctly.
- Build, update, and maintain customer account information, including warranty records, in company databases.
- Work with internal partners and customers to resolve shipment concerns, backorder questions, and billing-related issues.
- Communicate with customers to arrange service timing and provide updates related to scheduled work.
- Support the completion of work orders by assisting with closeout steps and billing coordination.
- Contribute to additional administrative and customer support tasks as business needs evolve.
- Prior experience in customer service or customer support in a fast-paced business environment.
- Comfortable handling inbound calls while maintaining professionalism and accuracy.
- Experience with order entry and service-related data management.
- Ability to manage multiple tasks, prioritize effectively, and respond quickly to changing customer needs.
- Strong written and verbal communication skills with a customer-focused approach.
- Proficiency with business systems such as ServiceNow, JDE EnterpriseOne, or similar platforms.
- Able to work in a hybrid setting and attend onsite training during the first two weeks of the assignment.