Service Writer - GROWMARK Tank & Truck Center - Morton, IL
GROWMARK is an agricultural cooperative serving almost 400,000 customers across North America, providing agronomy, energy, facility engineering and construction, and logistics products and services, as well as grain marketing and risk management services. Headquartered in Bloomington, Illinois, GROWMARK owns the FS trademark, which is used by its member cooperatives. GROWMARK also owns and operates SEEDWAY, the largest full-line seed company in the United States. More information is available at growmark.com.
See what it's like to work at GROWMARK: https://youtu.be/CSVMnKCySsY
PURPOSE AND SUMMARY STATEMENT
Serve as the first the point of contact for customers, develops customer relationships, and serves as a liaison between the customer and the Sales/Operations team. Responsible for monitoring work orders and communicating with customers proactively to ensure an exceptional customer experience. Maintains a strong partnership with team members to facilitate a operational efficiency and customer satisfaction.
SUPERVISION AND LEADERSHP
Supervises technicians and provides Shop oversight in the absence of the Shop Manager.
ESSENTIAL JOB FUNCTIONS
Responsible for creating and building customer relationships that result in customer loyalty and retention of business.
Provide excellent customer service throughout the customers experience, providing updates on jobs, communicating any change in the work, price and expected completion time.
Coordinate with lead technician on daily work order assignments and their status. Ensures timelines can be met and coordinates work load to meet customer needs.
Oversees the work order life cycle from creation, technician assignments to billing.
Collaborate with the Parts Team to ensure the necessary parts are in stock for work orders, along with correct assignment and price.
Serves as liaison with all teams involved on work orders to ensure the end product will meet customer and operational expectations.
Actively monitor and analyze actual work hours on jobs compared to the benchmark hours and communicate with shop manager on jobs that are outside of those parameters. Assists with troubleshooting and identifying any reasons for delays and works to resolve issues.
Provide sales assistance as needed/appropriate with customers.
Provide friendly and professional customer service as first point of contact to customers on the phone and in person.
Coordinates with Shop Manager and Fleet Operations Manager to schedule annual inspections of GROWMARK equipment (bottle trucks, dry vans and fuel trailers) for efficient processing and minimal down time of such equipment.
Manages the closure of work orders and submission to supervisor to initiate customer billing.
Test drives vehicles (as able) after repairs are completed to ensure all work meets customer and company expectations and all items on the work order have been completed prior to contacting the customer for pick up.
Assist technicians trouble shoot repairs as needed.
OTHER JOB FUNCTIONS
Assist in communicating any technician attendance issues to shop manager.
Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.
Performs all other duties as assigned.
Normally requires completion of trade school with 3-5 years of mechanical background, particularly with heavy equipment, diesel, or trailer technician experience.
Ability to communicate technical information to customers, adjusting to their level of knowledge to ensure satisfaction.
Demonstrates essential abilities including business knowledge, customer focus, and collaboration with team members.
Proficient in Microsoft Office suite, particularly Excel and Outlook.
Must be mobile and can frequently lift items weighing fifty pounds.
Must be willing and able to work hours beyond those usually considered normal.
Occasionally, frequently or continuously exposed or required to work in the following conditions: standing for long periods of time, varying heights, noisy conditions, confined spaces. Working conditions may include dust, fumes, chemicals and electrical hazards with appropriate safety measures.
Must have and maintain a valid driver’s license and can travel independently and overnight as needed.
Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training as it relates to the requirements of the position.
We are an equal opportunity employer, including protected veterans and qualified individuals with disabilities. Employment may be contingent upon receipt of an acceptable and job-related background check, drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.