Customer Service Representative

We are looking for a Customer Service Representative to support customers in Plano, Texas within a fast-paced manufacturing environment. This Contract position focuses on delivering responsive service by managing parts and equipment orders, addressing customer questions, and coordinating follow-up through resolution. The ideal candidate is organized, customer-focused, and comfortable handling a high volume of inquiries while keeping records accurate and up to date.

Responsibilities:
• Process customer orders for replacement parts and equipment, ensuring details are entered accurately and completed on time.
• Review stock availability and communicate realistic fulfillment timelines based on inventory status.
• Work directly with customers to confirm shipping schedules and provide timely updates on order progress.
• Respond to inbound customer questions related to warranties, repair progress, billing matters, and parts availability.
• Direct technical concerns to the appropriate engineering or field service teams for specialized support.
• Open, document, and monitor customer service cases to ensure requests move forward efficiently.
• Follow active service requests through completion and help ensure resolution aligns with contract service expectations.
• Maintain accurate customer information, update service records in company systems, and prepare routine service-related reports.
• Track warranty activity and manage return request processing in accordance with established procedures.• Previous experience in customer service, call center support, or a similar client-facing role.
• Hands-on ability to perform order entry with strong attention to detail and accuracy.
• Experience handling inbound calls and professionally responding to customer inquiries.
• Comfortable making or receiving outbound communications to provide updates and resolve issues.
• Strong organizational skills with the ability to manage multiple service cases and priorities at once.
• Clear written and verbal communication skills for interacting with customers and internal teams.
• Proficiency with computer-based systems used for customer records, order tracking, and reporting.