Provider of modular offices, portable storage & temporary space solutions across North America.
Manages customer orders, billing, and service issues to ensure satisfaction.
12 days ago ago
Junior (1-3 years)
Full Time
Scottsdale, AZ
Office Full-Time
Company Size
4,500 Employees
Service Specialisms
Modular Building Solutions
Portable Storage Solutions
Project Management
Construction Services
Turnkey Solutions
Fleet Management
Site Services
Temporary Space Solutions
Sector Specialisms
Construction & Builders
Energy & Industrial
Retail & Distribution
Manufacturing
Education & Government
Healthcare & Entertainment
Role
Description
order processing
crm management
docusign
big machines
customer success
billing resolution
Process transactional orders to ensure accuracy, which includes:
Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems.
Manage large volume of inbound/outbound calls; generate sales leads and upsell opportunities
Build sustainable relationships and trust with customers through open, proactive communication
The Work Order Specialist is responsible for the following:
Managing service requests in Customer Relationship Management (CRM) including triaging to resolve issues over the phone, creating service tasks, communicating with customer when service has been scheduled, and post completion to ensure the issue was resolved satisfactorily and billed if required.
Purchase Orders during delivery process (Status-4)
Purchase Orders after delivery (Status-11)
Obtaining and processing tax exempt certificates as applicable.
Strive for first call resolution to customer questions/requests.
Operate as primary Customer Success contact for assigned branches
Serve as the primary point of contact for customer transactions from initiation of order through time of return
Obtaining and processing signed lease agreements/contracts and/or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program.
Collecting relevant customer information such as invoicing email addresses and ability to pay via ACH to adhere to WS preferred method of invoice and payments; update transmittal rules and file required documentation in electronic folders.
Proactively contacting to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit.
Use Net Promoter System (NPS) feedback to provide timely correspondence and address internal issues.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
Provide accurate, valid, and complete information by using the right methods/tools
Change Actions during delivery process
Providing general customer success support, including but not limited to: receive and resolve incoming calls for the CSS team, proactively call customers nearing lease end to discuss lease renewal options, coordinate onsite takeovers and relocations, process change requests, follow-up on credit denials, answer invoice questions, process payments, obtain and process expired PO’s, and escalate to specialists as needed.
Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions.
Collecting accurate insurance certificate or ensure customers are enrolled in WS program prior to delivery.
Form and maintain good relationships with external and internal customers at all levels of the organization.
Follow communication procedures, guidelines, and policies
Confirming delivery and returns, along with initiating billing of order; provide post-delivery/return follow up
Updating pending orders as required through Big Machines and upsell value added products and services when possible.
Communicates with the customer all details of Return Cases and the charges associated with the request: Relocation Cost, XRF, Early Term, Outstanding balance
Handling of billing issues that are currently sent to the BC and providing resolution
Requesting manual invoices and processing credit card payments or checks to meet credit requirements
Handle all New Delivery and Return Work Orders
Requirements
sox compliance
ms office
salesforce
college degree
customer service
3+ years
Sox Compliance
Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com experience is a plus.
Experience in customer service, logistics, hospitality, retail, or rental industry preferred.
Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation, and presentation skills with the ability to multi-task, prioritize, and manage time effectively.
College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered.
Proven customer support or customer service experience with the ability to work independently in a fast-paced environment and collaborate with team to support customer success.
Strong self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers.
In order to successfully perform the essential functions of this job, the employee is regularly required to sit, and to move about the work environment to receive training/coaching as well as to interact with peers as necessary. The employee must be able to verbally communicate with employees, co-workers and customers in person and by phone. Travel for trainining may be required.
Level 3 ââ¬â 6 months experience with dual certification of order management and billing coordination
Exhibits a high attention to detail
Customer orientation and ability to adapt/respond to different types of personalities. Passionate about understanding customers’ needs and working with customers in a consultative manner to meet and exceed their needs and expectations.
Benefits
Career progression and Cross Training Opportunities:
Lease Renewals
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Founded 1944
Year Established
Pioneered the concept of modular office spaces.
2020 Merger
Became Industry Leader
Merged with Mobile Mini, establishing a dominant presence in temporary space solutions.
$2.4B Revenue
Annual Revenue
Generated significant revenue through innovative turnkey site solutions.
260+ Locations
Branch Network
Operates across North America, maintaining a vast network of drop lots.
Pioneered the use of modular office spaces.
Rebranded in 2024 with the tagline 'Right From the Start'.
Offers solutions such as construction site offices, temporary classrooms, event spaces, and mobile healthcare clinics.
Specializes in providing modular offices, classrooms, blast-resistant modules, and climate-controlled storage units.
Culture + Values
Dedication to Health and Safety
Commitment to Inclusion and Diversity
Drive to Be Excellent
Trustworthiness and Reliability
Devotion to Our Customers
Focus on Our Community
Environment + Sustainability
7x refurbished
Modular Units Refurbished
Modular units are refurbished up to 7 times over 20 years, significantly extending their lifecycle.
400+ vehicles
Decommissioned Diesel Vehicles
Over 400 diesel vehicles were decommissioned in 2023 as part of efforts to reduce greenhouse gas emissions.
20% GHG reduction
CNG Truck Emissions
Piloting compressed natural gas (CNG) trucks that reduce greenhouse gas emissions by approximately 20% compared to diesel alternatives.
100M sq ft
Reusable Units Leased
Leasing over 100 million square feet (~2,000 football fields) of reusable units, minimizing waste and promoting circularity.
Improve energy efficiency of products through innovation and customer collaboration in energy-efficiency reporting
Minimize waste sent to landfills via reuse, recycling, waste characterization studies, reducing packaging and single-use products
Board-directed ESG strategy since 2020 focused on environmental responsibility and set for inaugural Corporate Responsibility Report in 2024
Greenhouse gas and waste tracking baseline established in 2022; piloting alternative fuel vehicles, replacing older vehicles with efficient or electric alternatives
Inclusion & Diversity
Since 2022
ESG Strategy Implementation
The company has formally integrated inclusion and diversity as a key aspect of its ESG strategy since 2022.
3.3★ Rating
Glassdoor D&I Rating
The company holds a 3.3-star rating for Diversity & Inclusion on Glassdoor, based on 346 ratings.
Inclusiveness Resource Teams: Women of WillScot (WOW), BOLD (Black Organization for Leadership & Direction), Veterans United, Hispanos, PRISM
Ongoing oversight and dedicated roles for DEI, with training on respectful communication, bystander intervention, whistleblower protection
No gender representation percentages publicly disclosed, but structured focus on improving inclusion and diversity across all levels as part of ESG pillars