Customer Service Representative

Company: TIME Manufacturing Company

Position: Parts Customer Service Representative

Position reports to: Customer Service Supervisor

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

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

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 Parts Customer Service Representative is responsible for delivering industry-leading customer service to all parts customers across North America. This includes answering all incoming calls, voicemails, emails, and follow-up inquiries within 24 hours or less. The position ensures every customer request receives a timely response, accurate information, and proactive follow-up through clear communication and professional service. This role requires critical thinking, multitasking, strong attention to accuracy, great customer service, and a professional level of communication. The Parts CSR is responsible for generating quotes and entering orders directly into the ERP system and ensuring customers receive timely updates until their request is fully resolved.

Responsibilities and Duties:

Customer Service & Communication Excellence

o Provide world-class customer service to all parts customers.

o Answer all incoming phone calls.

o Respond to all voicemails within 24 hours.

o Respond to all incoming customer emails within 24 hours, following the 24-hour communication flow:

§ If status/answer is known → respond with the solution.

§ If status/answer is not known → notify the customer, the request is being worked and follow up daily.

o Ensure no customer request goes unanswered.

o Provide updates on order status, lead times, pricing, and required follow-up.

o Maintain a professional tone and send properly structured emails. To ensure the customer is always put first, and for the customer to know this

Order Accuracy, Quoting & Product Support

o Create accurate parts quotes through the ERP.

o Validate pricing before sending to customers.

o Enter sales orders the same day for orders received before 3:00 PM.

o Verify part numbers, availability, substitutions, and compatibility.

o Communicate lead times clearly and escalate inconsistencies.

o Support improvements to parts data and internal processes.

Internal Coordination

o Coordinate with internal departments to obtain needed updates.

o Follow up daily on pending customer information.

o Communicate delays to the Parts Customer Service Supervisor.

o Report all customer complaints through the appropriate company channel.

Teamwork & Professional Standards

o Support team members with workload and knowledge sharing.

o Demonstrate strong problem-solving and professionalism.

o Maintain punctuality and consistent attendance.

o Execute leadership direction and escalate when necessary.

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 be able to critical think and apply to their work

· Candidate must be able to communicate effectively and execute any visons or direction needed

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.

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