Senior Customer Service Representative

Overview:

The Senior Customer Service Representative – Pump Service (Senior CSR) works as part of a close-knit technical service team to provide high-quality customer service and administrative support throughout the service lifecycle. This position is responsible for service estimates, order entry, invoicing, purchase orders, parts and product purchasing, vendor coordination, customer communication, inventory management and organized recordkeeping.

Responsibilities:

• Investigate and resolve complex billing, order, vendor, purchasing, documentation, and service coordination issues, using sound judgment in ambiguous or time-sensitive situations where established processes may not exist and escalate appropriately when needed.
• Work cross-functionally with internal departments such as Compliance, Finance, Materials, etc. to resolve service-related issues, including situations where requirements, ownership, or processes are
• Identify, document, and implement practical process improvements, taking ownership of continuous improvement projects that improve accuracy, efficiency, communication, and long-term
• Serve as a knowledgeable resource to other customer service team members by providing process guidance, sharing best practices, and supporting training on service procedures, documentation standards, customer communication, and internal systems.
• Coordinate and drive dispatched field service to support timely completion, customer satisfaction, and proper resolution of service issues.
• Manage customer communications through assigned phone queues, email systems, and written correspondence, responding within required timelines to resolve administrative concerns, support service coordination, and route technical issues appropriately.
• Create estimates and process orders for parts and services with strong attention to detail and working knowledge of common Pump System components, identifying and resolving apparent administrative or technical errors before they cause shipment or service delays.
• Coordinate invoicing, vendor payment, and customer billing activities to support accurate financial processing and account standing.

Qualifications:

 

• 5+ years of experience in customer service, administration, service coordination, order processing.
• Strong attention to detail, organization, follow-through, and accuracy.
• Strong written and verbal communication skills with customers, vendors, subcontractors.
• Strong working knowledge of Microsoft Excel and database or workflow tools.
• Sound judgment and problem-solving skills in ambiguous or complex situations.
• Ability to manage multiple priorities and work well under time-sensitive conditions.
• Ability to support others through knowledge sharing, process guidance, and informal training.

DESIRED QUALIFICATIONS:

• Bachelor’s degree
• Bilingual in English/Spanish.
• QuickBooks, bookkeeping, accounting, or customer billing experience.
• Experience in buying, planning, procurement, or vendor coordination.

Rain Bird is an equal opportunity employer.