Customer Service Representative – Gauging

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Provide support to customers, service teams, and commercial departments across a diverse product range.

• Act as a bridge between customers, field service engineers, sales, logistics, procurement, and technical support.

• Organize preventive maintenance schedules, audits, billable services, repairs, installations, and commissioning activities.

• Oversee service schedules and enhance technician utilization.

• Function as the main coordination point for the WEB and Metals product lines.

• Process customer purchase orders for parts, services, and service contracts utilizing ERP systems.

• Manage warehouse fulfillment, order release, shipping, and delivery.

• Maintain records of customers, contracts, and transactions across ERP and Salesforce platforms.

• Generate complex quotations for spare parts and services.

• Collaborate with Purchasing and global manufacturing facilities to source non-stock parts and obtain pricing.

• Follow up on quotes to maximize order conversions.

• Address customer inquiries regarding parts, services, installations, and order statuses.

• Monitor incoming calls and direct technical support requests to the relevant specialists.

• Collaborate with field service engineers to resolve customer problems and operational challenges.

• Coordinate installation activities, customer readiness meetings, technician scheduling, and equipment delivery.

• Track installation prerequisites and troubleshoot issues impacting project timelines.

• Engage in project planning, backlog reviews, and sales operations meetings.

• Serve as a backup for the Service Manager in handling customer requests, after-hours support, and operational decisions.

• Maintain after-hours support schedules and inform answering services about coverage.

• Monitor field technician activities and resource availability.

• Assist with logistics coordination, ensuring accurate shipping charges and invoicing.

• Process customer invoices for down payments, shipments, commissioning, repairs, service, and complete systems.

⛳️ Requirements

• At least 5 years of experience in customer service, service coordination, operations, or order management in a technical or manufacturing setting is preferred.

• Experience in coordinating field service activities, installations, preventive maintenance schedules, and customer projects.

• Proven capability to independently manage complex customer accounts and handle multiple priorities at once.

• Experience collaborating with Sales, Service, Logistics, Purchasing, Finance, and Technical Support.

• Proficiency in advanced ERP systems, Salesforce CRM, and Microsoft Office.

• Strong knowledge of order-to-cash processes, contract management, invoicing, and logistics coordination.

• Proven leadership skills by influencing cross-functional teams without direct authority.

• Ability to make informed business decisions while managing customer escalations and sensitive situations.

• Preferred experience in interpreting technical documentation such as parts drawings, Bills of Materials (BOMs), and service documentation.

• Capacity to serve as operational backup for Service Management when necessary.

• Strong capability to foster effective working relationships across global teams.

• Exceptional skills in organization, analysis, planning, coordination, and attention to detail.

• Ability to prioritize conflicting operational demands while delivering outstanding customer service.

• High degree of ownership, accountability, and initiative.

• Capability to manage confidential and commercially sensitive information.

• A customer-first mentality paired with sound commercial judgment.

🏝️ Benefits

• Variable annual bonus based on individual, team, and/or company performance outcomes.

• National medical and dental coverage.

• National vision plan, including health incentive programs.

• Employee assistance and family support initiatives.

• Commuter benefits.

• Tuition reimbursement.

• Minimum of 120 hours of paid time off (PTO).

• 10 paid holidays each year.

• Paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave).

• Accident and life insurance.

• Short- and long-term disability coverage.

• Competitive 401(k) retirement savings plan in the U.S.

• Employee Stock Purchase Plan (ESPP) offering opportunities to purchase company stock at a discount.

• Fully remote work arrangement.