Customer Service Representative (IRL) - [TNS160IR]

Overview:

Who we are:

We fulfil this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the centre 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?

Customer Service Representative role overview:

Operating in a fast-paced, turnaround-driven environment, this position manages service requests, quotations, workflow updates, and customer communications to ensure commitments are met. The successful candidate will take ownership of customer interactions and service coordination, proactively communicating updates, supporting order processing, and prioritizing tasks independently to maintain efficiency and a high standard of customer experience.

Responsibilities:

Duties and Responsibilities:

• Manage service workflow and order processing across multiple systems to ensure customer commitments are met and job status is accurately maintained in a fast-paced, turnaround-driven environment.
• Act as the primary point of contact for customers by providing timely updates on quotations, repair and calibration status, delivery timelines, and general service inquiries.
• Coordinate customer communications including estimates, purchase order confirmation, billing queries, and service updates while maintaining accurate documentation of all interactions.
• Generate sales quotations and purchase orders for parts and services while supporting inside sales activities as required.
• Maintain accurate departmental records, inventory levels, and administrative documentation to support efficient operations.
• Coordinate daily pickup and delivery scheduling and provide backup support for onsite service coordination.
• Support operational efficiency by monitoring workflow turnaround times and assisting with automation processes during downtime.
• Provide general office and customer support including responding to emails, answering calls, and routing inquiries appropriately.
• Safeguard company and customer equipment and information while working in accordance with company policies, procedures, and technical standards.
• Support company goals, initiatives, and continuous service improvement.
• Perform other duties as assigned.

Qualifications:

Experience and Key Competencies:

• A minimum of secondary school education (or equivalent); relevant experience may be considered in place of formal qualifications.
• Experience in a customer-facing, administrative, or service coordination role. Experience within a technical, logistics, or operations environment is advantageous.
• Strong communication skills, with the ability to clearly and professionally engage with customers and internal teams.
• The ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Confidence working across multiple systems and digital tools, including Microsoft Office and service or order management platforms.
• Strong organisational skills with the ability to track workflows, follow up on commitments, and maintain accurate records.
• A proactive approach to problem-solving and the confidence to make decisions within established processes.
• The ability to work collaboratively across departments while also managing individual responsibilities independently.
• A customer-focused mindset with a commitment to responsiveness and service quality.
• High attention to detail when handling documentation, communications, and system updates.

Equal Opportunity and Non-Discrimination:

As an equal opportunity employer, we are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. Please don't hesitate to contact the Recruiter assigned to this role should you need any support during our recruitment process.