Manufacturing Service/Sales Administrator

Service Administrator

Provide administrative support and perform customer relations responsibilities within a manufacturing service department.

Responsibilities:

• Coordinate with the service manager on the completion of customer work orders, putting together billing for work completed, and reviewing reports as needed.
• Service Administrator supports Service Department, inclusive of Service Manager, Field Service Engineers and customers.
• Must be experienced and highly proficient with Hubspot CRM software. Duties include CRM report generation, product and service quote generation, and front-end customer support.
• Coordinate generation and assignments of Hub Spot tickets
• Attend weekly Operation meetings to coordinate which service orders and service repairs require higher priorities to be completed.
• Assist with resolving any customer concerns or issues, with the goal of maintaining high standards of customer satisfaction.
• Generates service quotes based on the customer's needs.
• Receives, verifies, and processes customer orders and order changes.
• Handles incoming telephone calls; answers inquiries and makes appropriate referrals.
• Process spare parts orders, answers customers’ inquiries concerning price, delivery, and status of existing orders and repairs.
• Expedites parts orders when necessary and required, issues quotes.
• Advises department manager of any related customer concerns, develops escalation processes for non-conforming occurrences, executes special projects and related duties as assigned.
• Initiates paperwork related to customer service returns, including repair returns and loaned equipment files; repair orders, customer return notifications, shipping schedules and documents including export repair invoicing and related logs and files.
• Prepares order entry for spare parts orders, research missing information as necessary to process the orders.
• Follow-up on the status of all customer service returns and request; identifies problems and variances and handles resolution or refers to Management or Technician when required. Maintains all logs related to repairs.
• Prepares customer credit memos for approval and maintains appropriate credit reports.
• Processes all service reports from third-party reps and technicians. Reconciling for accuracy of charges and expenses.
• Maintain complete customer and serial number files for correctness. Research related problems as required.