Customer Service Representative (USA) - [SAL269B]

Who we are—

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond.  With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities.  We fulfill this promise through our employees, who live Our Values every day, the Transcat Way.  Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve.  Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? 

Here’s what Transcat has to offer— 

• Work that matters.
• A values-based culture where people care about each other and the work they do together.
• Flexibility
• Training and development to accelerate learning and career advancement.
• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!

An important part of the Transcat’s customer experience within Lab Operations, the Customer Service Team Lead will be responsible for acting as a conduit for information between operations, sales, and the customer. This includes responsibility for ensuring that our talent, technology, and processes are growing, accountable and aligned across our North American footprint and lab operations. 

This position manages the training and standard operating process for the Customer Service Representatives assigned to Lab Operations, with a hand in performance evaluations and organizational structure decisions for future design of a high-growth organization. This position will require a highly visible individual where someone can take the existing situation, learn our business processes rapidly, and be ready to implement rapid change which drives measurable results and drives a superior customer experience.  

• Train, coach, and mentor Customer Service Representatives to drive positive customer experiences
• Monitor and drive workflow and administrative turn times for case queue and call volumes
• Pivot to cover daily and weekly volume gaps with cases and projects as needed
• Liaison between operations and sales driving new ways to grow the partnership
• Monitor service workflow so that customer’s commitments are met and up to date job status is accurately documented at all times
• Ensures superior customer experience by enforcing quality and customer service standards, analyzing, and resolving quality and customer service problems, and recommending system improvements
• Work in accordance with company policies and procedures and generally accepted business and technical standards
• Safeguard Company and customer equipment, material and information learned in execution of duties
• Actively support the company mission, goals, programs, and policies
• Backup for onsite coordination
• Other duties as assigned

Required Knowledge, Skills, and Abilities:

• Excellent written, verbal, and analytical skills
• Must be detail oriented and have the ability to multitask
• Strong interpersonal skills with the ability to work independently, and in a team environment
• Strong knowledge of MS Office applications including Word, Excel, Project, and PowerPoint
• Strong knowledge of A+, Salesforce, Caltrak 10, C3, and Transcat tool’s

Travel:

• Approximately 10% travel requirements to include overnight stays

Education and Experience:

Minimum of an associate degree in business or a technical field preferred; or one to three years’ related experience and/or training; or equivalent combination of education and experience preferably in a technical and/or customer service environment.

Equal Opportunity and Non-Discrimination

Transcat is an equal-opportunity employer and prohibits discrimination on the basis of any protected status.  All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, domestic violence victim status, gender identity, genetic predisposition or carrier status, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, status as a protected veteran or as a member of any other protected group or activity.

We will make reasonable accommodations for personnel with disabilities to enable them to perform the essential functions of this position unless doing so poses an undue hardship on the company or a direct threat to health or safety.