Service Writer
Location: Santa Fe Springs, California | Job Type: Full-Time, In person
Pay: $24.00 – $27.00 per hour | Hours: 40 per week
Position Summary
We are seeking a Service Writer/Dispatcher to join our team! This position will be responsible for developing and selling customer quotes for Parts and Service. The Service Writer will dispatch Technicians and process service paperwork. In addition, the Service Writer will also be responsible for processing warranties according to their policies and procedures inclusive of Toyota, Starlift, Cascade, and other brands.
Primary Responsibilities
- Create quotes based on Technician recommendations, completed work order PMs, incoming customer calls/emails, salesperson, or department(s) requests.
- Utilize Toyota and aftermarket parts systems to look up parts.
- Call customers and present quotes when needed.
- Obtain purchase orders and/or proper payment method
- Follow-up with customer after repairs have been performed to ensure customer satisfaction.
- Create Transportation request (RT) for pick-up and delivery of customer units and necessary rentals.
- Coordinate with Technicians, Service Supervisor, Parts and CSS team on sold repairs.
- Monitor repair progress and communicate changes of cost or completion dates to both the customer and CSS team.
- Track quotes, sales, and quote time frames in Service Writer Tracker.
- Perform other duties and quote requests assigned by Supervisor.
- Achieve individual goals on a monthly basis consistently, set by Management.
Required Skills and Abilities
- Demonstrated customer service and people skills, inclusive of aptitude and attitude.
- Demonstrated excellent telephone, verbal and written communication skills.
- MUST speak clearly and have a pleasant telephone manner.
- Ability to effectively communicate with customers, Management, employees, and vendors.
- Ability to take direction well, adhering to expected or requested directives.
- Must be reliable, professional, customer service focused, and possess good attitude.
- Ability to communicate and work well with all levels of the Company in a team environment.
- Ability to multi-task, prioritize, escalate, and follow-up.
- Ability to read, write and speak English, clearly and proficiently.
- Ability to read, understand, and process work orders.
- Ability to process paperwork in an organized and timely manner.
- Must be punctual to work and when returning from meal period(s) and rest break(s) with a full adherence to set work shift schedule.
Education and Experience
- High school diploma or equivalent (GED), required.
- One (1) to three (3) years’ working knowledge of forklift parts or comparable experience.
- Experience in forklift maintenance procedures.
- Basic computer knowledge and demonstrated experience with Microsoft Office Suite and other computer-based applications (Word, Excel, PowerPoint, Outlook, Internet).
- Bilingual, English and Spanish, a plus, but not required.
- Service Writer: 1 year (Preferred)
- Writing Quotes: 1 year (Preferred)
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to physically lift 25 pounds unaided, repeatedly (must ask for assistance as needed).
- Must be able to physically listen, speak and interact with other Company associates, vendors, and customers regarding Service department needs.
- Must be able to read, write, comprehend, and follow direction.
Competencies
- Communication: Expresses ideas and thoughts verbally and in written form. Exhibits good listening and comprehension. Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification. Keeps others adequately informed. Selects and uses appropriate communication methods. Writes clearly and informatively. Edits work for spelling and grammar.
- Customer Service: Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
- Job Knowledge: Competent in required job skills and knowledge. Exhibits ability to learn and apply new skills. Keeps abreast of current developments. Uses resources effectively.
- Problem Solving: Identifies problems in a timely manner. Develop alternative solutions. Gathers and analyzes information skillfully.
- Quality: Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality. Monitors own work to ensure quality.
- Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to others’ views. Gives and welcomes feedback. Supports everyone’s efforts to succeed.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
About Us
Toyota Material Handling Solutions (TMHS) has proudly served the Los Angeles area since 1973. We’ve been the region’s top material handling provider since 2000 and uphold Toyota’s commitment to continuous improvement. Our team delivers trusted service across forklifts, racking systems, dock and door solutions, and more.
Ready to Apply?
If you’re passionate about mechanical work and delivering great service, we’d love to hear from you. Fill out the form below or visit our Indeed Page.