Customer Engagement Representative

Brief Description

The Customer Engagement Representative supports the full customer lifecycle, including quoting, order entry, order management, billing, and issue resolution across phone, email, Salesforce, and SAP. This role combines accurate transactional work with customer ownership, professional communication, problem-solving, and de-escalation skills.

The Customer Engagement Representative supports the full customer lifecycle, including quoting, order entry, order management, billing, and issue resolution across phone, email, Salesforce, and SAP. This role combines accurate transactional work with customer ownership, professional communication, problem-solving, and de-escalation skills.

• Support customers by phone and email on pricing, delivery, order status, invoicing, product availability, and account questions.
• Communicate clearly and professionally in both written and verbal interactions.
• Own customer issues from diagnosis through resolution, coordinating with internal teams as needed, and closing the loop with the customer.
• Handle billing discrepancies, expedited orders, return authorizations, and difficult customer interactions professionally.
• Identify system or process issues affecting service quality and elevate appropriately when needed.

• Create and process quotes and orders in SAP, verifying stock, pricing, delivery dates, and missing information.
• Support sales with sample orders, demo orders, and special pricing setups.

• Maintain accurate customer, case, and order records in Salesforce and SAP.
• Navigate both systems during live customer interactions without sacrificing speed or accuracy.
• Flag data, pricing, or configuration issues to the appropriate owner.

• Recommend workflow, training, or documentation improvements that save time or improve service.
• Identify recurring customer or process issues and share feedback that supports root‑cause resolution.
• Assist in creating and maintaining process documentation, templates, and team knowledge‑base content.

• Support new hire onboarding and ongoing training, especially on Salesforce and SAP processes.
• Share process knowledge and best practices with teammates as needed.

• Partner with sales, finance, planning, and IT to resolve customer‑impacting issues.
• Contribute to team and cross‑functional process improvement discussions.

• Hands‑on daily experience with  for case management and customer history.
• Hands‑on experience with SAP order entry / SD processes, including order creation, ATP checks, pricing, and credit memo workflows.
• Proficient in Microsoft Office, especially Excel;
  Power BI or similar reporting experience is a plus.

• Consistently meets or exceeds order/quote accuracy, throughput, response‑time, and service‑quality targets.
• Expected to become independent in order/quote processing within 2 months and service/issue resolution within 6 months.
• Sustained performance against quality, productivity, SLA, and customer‑experience metrics is expected for continued growth in the role.

• 4+ years of customer service, customer engagement, or order fulfillment experience with hands‑on ERP/CRM use.
• Proven ability to meet quality and production metrics in a service or order‑processing environment.
• Strong conflict‑resolution, judgement, ownership, and follow‑through skills.
• High school diploma or equivalent required;
  Associate's or Bachelor's degree preferred.

• This is an onsite position with a majority of time spent at a computer, handling live phone and email interactions.
• Wor…