Customer Service Representative (CSR)
Job Summary
The Customer Service Representative (CSR) plays a critical support role within the Service Department, reporting directly to the Service Writer. The CSR supports both the Sales and Service Teams, acting as a key bridge between field execution and client-facing commitments. This includes coordinating quoting efforts, entering and updating Proactive Maintenance Program (PMP) details, and ensuring Sales has accurate service insights to inform customer strategy.
In close partnership with the Service Coordinator, the CSR supports quoting activities for service and parts work by gathering field insights, documentation, and customer needs to assist the Service Writer in developing accurate estimates and follow-ups. This role is deeply embedded in the service workflow—handling scheduling, dispatch, ERP entry, and customer communication—to ensure seamless operations and an elevated client experience. The CSR should have a strong sense of accountability, urgency, and the ability to multi-task effectively in a dynamic service environment.
Who We Are:
We are an established owner-operated company with exciting growth plans throughout Minnesota, Western WI, the Dakotas, and Northern IA. Our continued successful growth will be realized by continuing to acquire cream of the crop employees that will help us attract and secure new clients, offer new problem-solving products, provide the highest quality service, establish satellite locations, and embrace continuous improvement within the organization.
Our clients include users of material handling services and products in all types of industries as well as property managers and building owners. We are a true solutions-based company that puts a premium on partnerships with our commercial clients. Because of that, it doesn’t take long for our customers to see the difference between us and our competition.
Our high level of training offers a much deeper understanding of our products and the equipment we service. We combine on the job training with office-based, factory, and industry training to ensure that our technicians are the experts in our field.
Essential Functions
The primary duties and responsibilities of the Customer Service Representative consist of but are not limited to:
Service Operations & Dispatch
Accountabilities
How Do I Start My Career with Dock & Door Tec?
If you believe that you are right for this career and we are the right company for you, please apply now calling our office at 763-753-0792 or send your resume to [email protected]
The Customer Service Representative (CSR) plays a critical support role within the Service Department, reporting directly to the Service Writer. The CSR supports both the Sales and Service Teams, acting as a key bridge between field execution and client-facing commitments. This includes coordinating quoting efforts, entering and updating Proactive Maintenance Program (PMP) details, and ensuring Sales has accurate service insights to inform customer strategy.
In close partnership with the Service Coordinator, the CSR supports quoting activities for service and parts work by gathering field insights, documentation, and customer needs to assist the Service Writer in developing accurate estimates and follow-ups. This role is deeply embedded in the service workflow—handling scheduling, dispatch, ERP entry, and customer communication—to ensure seamless operations and an elevated client experience. The CSR should have a strong sense of accountability, urgency, and the ability to multi-task effectively in a dynamic service environment.
Who We Are:
We are an established owner-operated company with exciting growth plans throughout Minnesota, Western WI, the Dakotas, and Northern IA. Our continued successful growth will be realized by continuing to acquire cream of the crop employees that will help us attract and secure new clients, offer new problem-solving products, provide the highest quality service, establish satellite locations, and embrace continuous improvement within the organization.
Our clients include users of material handling services and products in all types of industries as well as property managers and building owners. We are a true solutions-based company that puts a premium on partnerships with our commercial clients. Because of that, it doesn’t take long for our customers to see the difference between us and our competition.
Our high level of training offers a much deeper understanding of our products and the equipment we service. We combine on the job training with office-based, factory, and industry training to ensure that our technicians are the experts in our field.
Essential Functions
The primary duties and responsibilities of the Customer Service Representative consist of but are not limited to:
Service Operations & Dispatch
- Answer inbound phone calls and emails in a friendly, professional manner
- Schedule and dispatch technicians based on priority, availability, and urgency
- Set up new customers and service requests in the ERP system (Acumatica)
- Coordinate with the Service Writer to ensure technician workload and customer needs align
- Assist the Service Writer by collecting technician notes, photos, and client scope details to support service and parts quoting
- Ensure all relevant information is entered into ERP to streamline estimate and approval workflows
- Proactively communicate with customers about service ETA, work order details, and job status
- Troubleshoot and gather customer information to support technical follow-up
- Review service and work order details for completeness and accuracy
- Prepare service tickets and work orders for billing and workflow processing
- Enter and maintain accurate records in ERP and AIM systems
- Create POs for subcontractors and rental equipment when needed
- Assist in compiling and reporting on KPIs for the department
- Back up other administrative functions such as billing or purchasing during absences or high-volume periods
- Maintain internal notes and documentation to support cross-departmental clarity
- Escalate complex service issues or discrepancies to the Service Writer
- Ensure clear communication between departments that will benefit client relationships (be easy to do business with).
- 2–5 years of customer service, dispatching, or scheduling experience
- Familiarity with ERP systems (preferably Acumatica), CRM, and Microsoft Office 365
- Experience in a service-based or B2B industrial setting preferred
- Clear communication skills with a proactive and professional demeanor
- Ability to prioritize tasks, manage multiple demands, and maintain accuracy
- Experience in an EOS/Traction environment is a plus
Accountabilities
- Accurate data entry and process in, ERP and AIM systems
- Working with multiple vendors and manufacturers to find the best solutions
- Sense of ownership and accountability to task completion
- Establish credibility throughout the organization as a strong support/admin resource
- Timely reporting and data entry
- Troubleshoot and verify details of service orders, parts needs, and client follow-ups as needed.
- Ensure D&DT client experience is exemplary
- Partner with D&DT employees to ensure internal efficiencies and collaboration
- Maintain professional relationships with internal and external partners, exhibiting a commitment to D&DTs core values and mission.
- Strong customer service skills with calm urgency
- High attention to detail and accuracy in documentation
- Organized, dependable, and solution-oriented
- Willingness to support multiple team members and adapt to changing priorities
- A team player who understands the importance of internal support and clear communication
- Familiar with dynamic service organizations and B2B environments
- Willingness to learn and adapt new technology and techniques to better self, coworkers and the company
How Do I Start My Career with Dock & Door Tec?
If you believe that you are right for this career and we are the right company for you, please apply now calling our office at 763-753-0792 or send your resume to [email protected]
