Customer Service

Company: TIME Manufacturing Company

Position: Customer Service Support

Position reports to: Director of North American Customer Service

Location: Westlake, TX (on-site, this is not remote)

Schedule: Monday-Friday, 8:00am-5:00pm, overtime may be required

Pay: $20.00 - $22.00 per hour, DOE

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.

Position Summary

The Customer Service Support role is responsible for ensuring world-class customer service for all North American customers, potential customers, vendors, dealers, partners, and anyone else contacting Time Manufacturing Company. This will be accomplished by managing all customer calls, emails, faxes, etc. being received at the corporate command center with the utmost importance and urgency. The position will be responsible for delegating tasks internally and managing said tasks to ensure the customer receives the industry leading support, quickly and accurately. This role involves critical thinking, multi-tasking, great customer service, and a professional level of communication.

Responsibilities and Duties

• Managing the Time Manufacturing Company Call center
• To ensure the customer is always put first, and for the customer to know this
• Directing all incoming calls, emails, etc. to the correct department or point of contact
• Being well versed in the Time Manufacturing team allowing for calls, emails, etc. to be directed quickly
• Position acts as the "Director of First Impressions"
• Calls, emails, etc. receive the highest quality of customer service
• all calls are to be answered quickly and professionally
• All customer's requests must have an initial response to the customer within the hour of receiving
• The position to always be problem solving and not problem blaming
• If the answer is unknown, the position is to portray knowledge and expertise and stray away from conveying the lack of knowledge to the customer or presenting that it is not in their scope of work
• The position is to always be professional while giving world-class customer service
• Position is to answer any questions, which can be answered, without involving other team members
• Position is to delegate calls to the appropriate team member(s) that can support the customer
• Position is to manage the command center tracker
• All calls, emails, etc. to be logged on the tracker immediately after receiving
• Tracker is to be updated as the task progresses and updates are received
• Position is to report any inability to get responses and/or resolution from Time Manufacturing Team members, daily
• Position is to ensure all items logged in the command center tracker are resolved, with the highest customer satisfaction, and closed
• Position is to follow up with the customer as needed
• If the team member delegated is unable to
• Follow up is needed
• Updates are obtained
• Changes are needed
• More information is needed
• Or any other reason
  
  

Skills needed

• Candidate must be well versed in Microsoft Office, more specifically, Excel and Outlook
• Candidate must be professional with an emphasis of providing world-class customer service
• A background in customer service is preferred
• Candidate must be a self-starter willing to learn and take on new challenges
• Candidate must have great time management
• Candidate must be organized, a problem solver, and comfortable with delegating tasks and holding team members responsible
• Candidate must be prepared to resolve issues, for less than satisfied customers, while providing professional, top-tier, customer service
• Candidate must be able to work well with other team members to support our customers
• Candidate must be punctual, and in attendance, as customer service must always be available to our customer
• Candidate must be comfortable with making decisions, but at the same time, knowledgeable of when to escalate
• Candidate must demonstrate critical thinking skills and effectively apply them to their work
• Candidate must be able to communicate effectively and execute assigned visions or direction with precision.
  
  

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) Statement

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.