Customer Service Representative

Customer Service Representative Position reports to: Supply Chain and Command Center Supervisor Location: Westlake, TX (on-site, not remote) Schedule: Monday-Friday, 8:00am - 5:00pm, overtime may be required Company Overview: TIME Manufacturing Company is a leading global manufacturer of vehicle-mounted aerial lifts, digger derricks, bucket trucks, and bridge inspection equipment. Through its renowned brandsVersalift, Ruthmann, Bluelift, France Elvateur, Movex, BrandFX, and Aspen Aerialsthe company serves diverse industries, including electric utility, telecommunications, bridge inspection, tree care, and other fleet-supported sectors. With a strong commitment to innovation, quality, and customer satisfaction, TIME Manufacturing Company designs and manufactures top-tier products that enable professionals to operate safely and efficiently at various heights. Our culture fosters collaboration, continuous improvement, and a passion for exceeding expectations. Position Summary: The Customer Service Representative role is responsible for ensuring world-class customer service for all North American customers, potential customers, vendors, dealers, partners, and anyone else contacting Time Manufacturing Company. This position serves as the first point of contact through our corporate command center and plays a key role in coordinating internal support, tracking open items, and ensuring customers receive timely, accurate, and professional responses. This is a highly visible, evolving role that requires sound judgment, strong communication, attention to detail and the ability to adapt as business needs and processes grow. Responsibilities and Duties: Command Center & Customer Support: Serve as the primary point of contact for inbound calls, emails, and inquiries Act as the Director of First Impressions, setting the tone for customer relationships through calm, consistent, and professional communication Handle customer inquiries that require judgment, coordination, and follow-through rather than scripted responses Answer and route inquiries promptly with a customer-first mindset Take ownership of customer requests from intake through resolution Maintain a solution-focused approach and escalate appropriately when needed Task Coordination & Follow-Up: Coordinate with internal teams to ensure customer requests are addressed accurately and efficiently Delegate and track internal tasks to ensure timely resolution Follow up with internal teams and customers to obtain updates, clarify details, and drive closure Step in to provide customer communication when needed Escalate delays or roadblocks to leadership with clear visibility Tracking & Documentation Log all calls, emails, and requests in the Command Center tracker upon receipt Maintain accurate, timely updates as items progress Ensure all items are resolved and closed with a high level of customer satisfaction Approach all work with intention and care, understanding that accuracy and follow-through directly impact customer trust and internal decision-making Supply Chain Support: Support the Supply Chain and Command Center Supervisor in coordinating chassis delivery status with internal teams, customers, and suppliers Communicate component availability for installation and production readiness Assist with final product shipment and customer pickup scheduling Provide clear, professional communication regarding updates, delays, and changes Sales Lead Research: Research and compile potential sales leads for internal sales teams Ensure lead information is accurate, well-organized, and documented clearly Maintain a high level of attention to detail and intentionality in all research performed Basic Qualifications: Minimum of 2 years of customer service experience in a professional, business-to-business, or operational support environment Strong emphasis on delivering professional, high-quality customer service Excellent verbal and written communication skills Well versed in Microsoft Office, with strong proficiency in Excel and Outlook Strong organizational and time management skills, with the ability to manage multiple priorities effectively Demonstrated critical thinking and problem-solving skills Comfortable making decisions independently while understanding when escalation is appropriate Self-starter with the ability to learn, adapt, and take on new challenges Comfortable coordinating tasks, following up, and holding internal partners accountable Ability to work collaboratively with other team members to support customer needs Reliable attendance and punctuality, recognizing the importance of consistent customer availability Ability to execute assigned direction with accuracy, attention to detail, and precision Preferred Qualifications: Experience in a manufacturing, industrial, or equipment-based environment Experience supporting service, parts, warranty, supply chain, or technical teams Exposure to ERP or CRM systems (Epicor, Freshworks, or similar platforms preferred) Experience working in a corporate command center, operations support, or customer coordination role Core Benefits: Competitive salary and bonus structure Comprehensive health, dental, and vision insurance plans 401(k) with company match Paid time off and holidays Professional development opportunities Collaborative and innovative work environment Equal Employment Opportunity (EEO) Statement: Time Manufacturing Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Created: 2026-03-12