Pengate Handling Systems is a powerhouse material handling company that provides various warehousing solutions throughout the Northeast United States. We provide top-of-the-line equipment, service, consultation, parts, and training programs to businesses of all sizes throughout PA and NY with over 450+ teammates across these facilities. With our average tenure being over 10+ years for our employees, Pengate takes care of our people by putting YOU and YOUR FAMILY first and work second! Job Summary: Responsible for receiving incoming service calls from customers, interacting/scheduling with service technicians, preparing customer proposals, facilitating service billing and the distribution of service-related information between customers, technicians and other departments as needed. Works under general supervision, exercising initiative and independent judgment in the performance of assigned tasks. Duties/Responsibilities: * Receive service calls from customers. * Process work orders utilizing the current business management system. * Maintain and schedule Planned Maintenance agreements. * Handle special billing needs for customer. * Maintain an accurate database. * Provides support for technicians to obtain maximum efficiency. * Process warranty claims. * Track technicians time weekly through reports and verify that all time was billed. * Receive, review, and challenge paperwork. * Complete installation reports for all new equipment. * Issue purchase order numbers to vendors as needed. * Support policies and procedures of the computer system and the company. * Order and follow up on parts issues for technicians. * Coordinate service with subcontractors at customer location. * Arrange freight for service, and support equipment and materials. * Prepare customer quotes needed from field service technicians. * Additional duties as required or assigned. Core Competencies: Collaboration: Teamwork is in our DNA as we break down silos and prioritize cross-functional synergies, while utilizing an innovative, out–of –the box problem solving approach. Customer Focus: Have a high sense of urgency to ensure complete customer satisfaction, as it is a critical component of everything we do. Commitment: Consistently providing dedicated effort to guarantee a high- quality work product. Continuous Improvement: Never settling for status quo, always adapting and challenging ourselves to be better than yesterday. Required Skills/Abilities: * Verbal and written communication skills. * Proficiency with MS Office (Word, PowerPoint, Excel, Outlook) and CRM, computer programs * Familiarity with dock and door components preferred but not required * Strong sense of urgency with the ability to handle interruptions and frequently change tasks in a face paced environment Education and Experience: * High School Diploma or equivalent * Minimum 2 years experience in customer service * Billing experience preferred * Industry experience * Additional experience required Physical Requirements: * Prolonged periods of sitting at a desk and working on a computer * Must be able to work in a fast-paced environment under significant stress and meet high performance demands * Must be able to lift up to 10 pounds at times * Must be able to life, bend, twist, kneel, crouch, crawl continuously * Specific vision abilities required by this job include close vision, and ability to adjust focus. Work Environment: Works in a variety of customer environments including manufacturing, distribution, cold storage, and out of doors with exposure to elements. Potential exposure to equipment movement hazards and dangerous chemical/solvents if proper safety procedures are not followed. This position also entails the necessity to work after normal working hours or on weekends based on customer need. Works under normal office conditions were required to sit for extended periods of time. Regularly spend significant amounts of time working in front of a computer terminal or in interactions with various people. Some travel may be required. Needs to be able to cope with stressors and demands that are associated with the job and/or the work environment so that acceptable and defined levels of performance are maintained. STATEMENT OF INTENT The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. Essential job duties and responsibilities are intended to describe those functions that are essential to the performance of this job under the Americans with Disabilities Act (ADA). The physical demands and work environment described in the job description are representative of conditions which must be met or encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. Associates holding this position will be required to perform any other job-related duties as requested by management. All requirements are subject to possible modification to reasonably accommodate individuals with a disability. Pengate Handling Systems is dedicated to being an Equal Opportunity Employer. We promote and celebrate a diverse workforce and do not tolerate any discrimination. Any and all human relations decisions will not be based on persons’ race, color, religion, sex, national original, marital status, disability, genetic information, age, veteran status, or citizenship.