Service Clerk

Job purpose

Responsible for communicate with external and internal customers, and to keep the workflow in the service department to flow smoothly.

Duties and responsibilities

• Must partner with service staff to ensure workflow runs smoothly.
• Review all timecards and work orders for accuracy, and correct any deficiencies.
• Send all timecards to shared services and file after Shared services respond with “Entered”.
• Enter all information on work orders in the ERP system to include, but not limited to the below:
  • Correct Make, Model, and Serial Number.
  • Correct hour meter reading.
  • Correct ship to with street address not a PO Box.
  • Enter all comments on work orders.
• Give copies of PM work orders with write ups to the quoter.
• Give copies of work orders to parts department to ensure they order parts for work orders needing parts.
• Pull all special billing work orders and process according to the special customer PO sheet.
• Send all Fleet work orders to Medley fleet for them to close.
• Send all warranty work orders and timecards to warranty to close.
• File all close work orders in the appropriate customer folder.
• Ensure all invoices have the correct PO attached to them. If there is no PO, contact the customer to collect the correct PO for the invoice.
• At end of the day, pull “End of the Day” batch receipt, collect all credit card receipts, invoices matching those credit card receipts, and sent to accounts receivable. Copy credit card receipts and invoices and send originals to accounts receivable.
• Responsible for ordering office supplies monthly, unless need sooner.
• Responsible for branch petty cash and turn in the petty cash reimbursement report by the end of each month to the Controller.
• Assist branch accounts receivable specialist in any means possible.
• Assist customers in retaining their invoices, directing them to the correct person, and answer their questions if possible.
• Communicate any customer dispute to the operations manager by providing as much information as possible from the customer. Ensure to give the operations manager a copy of the disputed invoice.
• Address any complaints, questions, or concerns from internal and external customers. Disseminate and/or explain information to internal and external customers as well.
• Answer phones
• Assist, cover, train, and cross-train on other service office job duties.
• Perform other duties as assigned by the Operations Managers.

Qualifications

Education/Experience

• High school diploma or equivalent

Knowledge

• Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook)
• Some knowledge of mechanics

Skills

• Good listening skills
• Good negotiation skills
• Excellent verbal and writing communication skills
• Good computer skills

Abilities

• Demonstrate customer service orientation
• Ability to organize and manage multiple priorities

Other characteristics such as personal characteristics

• Commitment to company vision and mission
• Must partner with service staff to ensure workflow runs smoothly
• Good Attitude

Travel

There is no travel requirement

Working Environment and Physical demands

The work environment characteristics described here representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working environment

While performing this duty, the employee will be exposed to the usual moderate (general office area) noise level, however, the employee can be exposed to noisier shop environments. When performing the duties of this job, it is a requirement to wear Personal Protective Equipment whenever necessary.

Physical requirements

While performing this duty, the employee will required to frequently sit, walk, talk, and listen. The employee is required to frequently use hands to fingers, handle, or feel objects or controls, including products we rent, computer and other office equipment. The employee must often stand and walk, and lift and/or move up to 30 pounds. Appropriate material handling equipment should be used to lift or move items that are heavy or bulky. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Other Duties

Please note this job description in not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.