Customer Service Representative

Customer Service Representative

Hourly Rate : $20 - $25 / hr

Full Time ONSITE in Hatfield, PA

Position Overview

We are seeking a Customer Service Representative to oversee and support our customer accounts. This role plays a crucial part in ensuring a high standard of service for both external customers—primarily in the U.S. and Europe, with some support for Asia—and internal stakeholders.

Responsibilities :

• Identify opportunities to enhance internal processes that promote best practices and lead to overall performance improvement and organizational efficiency.
• Monitor performance and work towards achieving key performance indicators (KPIs) and provide an excellent service to customers.
• Works with Top Customers
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Ensure that standard operating procedures are documented and maintained.
• Monitor and assign emails in generic inboxes.
• Responsible for timely acknowledgment of all sales orders, ensuring lead times are correctly communicated and documented to customers.
• Produce written reports when required to do so.
• Traces lost shipments and resolves difficult and complex problems.
• Receive inbound calls and respond to calls as appropriate
• Accurately enter customer sales orders and quotes
• Process / prioritize inbound orders for order entry
• Customer follow-up for order confirmations and changes
• Support with R.M.A. processing as requested
• Providing customer order / backlog reports
• Additional tasks as assigned.

Ideal Qualifications :