Customer Service Representative
Direct Hire (Perm) opportunity
Ipswich, MA
$22-$34 / hr
We are seeking a Customer Service Representative to address customer inquiries and requests regarding our products and services.
In this role, you will collaborate closely with our Sales and various departments to ensure exceptional customer satisfaction.
Attention to detail is paramount for success in this position.
Primary Responsibilities and Duties :
- Review customer orders to ensure accuracy of data such as part numbers, lead times, pricing, and special instructions, aligning them with company records.
- Enter customer orders into the company's ERP system promptly and confirm receipt to customers within 24 hours.
- Initiate the process for adding new items to the ERP system when customers order items not currently in the system.
- Coordinate customer requests for delivery changes with internal departments to ensure smooth communication and alignment of expectations.
- Regularly monitor open blanket purchase orders to ensure timely fulfillment by customers.
- Maintain and update customer information in the ERP system as required.
- Document customer complaints and process return merchandise authorizations (RMAs) in the ERP CRM system.
- Record customer orders as "wins" in the CRM system.
- Enter customer quotation requests into the CRM system and provide timely quotations upon receiving price authorization.
- Communicate and collaborate with Sales and Marketing teams, keeping them informed on matters related to their customers.
- Log required activity entries in the CRM system in collaboration with Sales.
- Address customer inquiries and escalate them to Sales, Engineering, or Management as needed.
- Support customer sample requests by expediting samples internally and arranging shipment to the appropriate parties.
- Assist field sales representatives with product and order-related information, escalating issues as necessary.
Knowledge, Skills, and Abilities :
- High School Diploma required; Associates or Bachelors degree preferred.
- Minimum of 3 years of customer service experience in a manufacturing environment.
- Demonstrated ability to pay close attention to detail.
- Strong written, verbal, and interpersonal communication skills.
- Ability to effectively interact with individuals at all levels.
- Proficiency in computer applications such as the Internet, Microsoft Word, Excel, PowerPoint, and Outlook.
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