PRIMARY FUNCTION:

This position provides inside rental customer service support and various administrative operational duties including rental equipment billing & inventory coordination. Serves as a liaison between technical staff, sales representatives and customers.

ESSENTIAL DUTIES:

I. Customer Service- Percent Of Time Spent = 60%+

• Provide rental customers with quotes, availability, and delivery schedules.
• Resolve customers’ rental complaints and issues.
• Monitors equipment rental schedule and contacts customer with any schedule updates, modifications or delivery issues.
• Act as a liaison between departments and branches for rental equipment availability, transportation, and repair.
• Informs sales and rental representatives of rental/sales fleet inventory, activity and rates.
• Notify customers of equipment damage/loss within 24 hours.
• Ensures customer’s certificate of insurance is valid or that REP/RLP are invoiced.
• Assists with collection of past due rental payments.
• Builds relationship with extended CAT family (other dealerships).
• Coordinate freight for Power Systems Service.
• Responds to the needs of walk-in customers.
• Supports after-hours on call and rotates with other personnel for on-call duty.

II. Administrative/Operational - Percent Of Time Spent = 40%+

Equipment /Inventory

• Ensure rental units are operational and coordinates repairs and maintenance with Rental Operations Manager.
• Schedules transportation and delivery of rental equipment.
• Communicates with yard technicians about units being dispatched and returned.
• Maintains a list of rentals that are swapped out with date, reason, and cost to determine root cause
• Maintains inventory status in GPAX and ensures accurate and timely billing.
• Reviews the Gate Log daily and updates status in business systems.
• Opens service calls in GPAX for rental returns and units on jobsites needing repair.
• Provides inter-company and external (extended CAT family) rental sales coordination.

B. Bookkeeping/Invoicing

• Expedites customer credit applications.
• Processes billing/invoices.
• Creates and processes purchase orders for payment to outside vendors.
• Serve as back up for GPAX reconciling and Journal Entries.
• Serve as back up for invoicing rental contracts.

MINIMUM REQUIREMENTS:

Education:

• Preferred: 4-year degree + 1 years’ direct experience
• Acceptable: 2-year degree + 3 years’ related experience

Work Experience:

• Must have at least one year in a similar role, preferably in rental service.

Physical:

• Ability to be seated for long periods of time

Skills:

• Strong customer service and communication skills
• Intermediate Microsoft Office skills (Excel, Word)
• Preferred: Microsoft Dynamics AX, mechanical/product knowledge

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.