Order Fulfillment​/Customer Service

Title:

CSR - Planner Customer Service Rep

Location:

Foxboro, Massachusetts

Schedule:

7:30- 4:00 Monday to Friday

• Able to prioritize shifting priorities throughout the day from people needs, shipping, orders, product selection etc.
• SAP user experience. Customer Service and Order fulfillment in industrial settings using SAP and intranet/buy systems/ quote to cash type tools
• Strong MS Office use.

• Take customer order entries and assign work to other team members.
• Use Salesforce to interpret requests and assign tasks.

• Instrumentation materials are manufactured at this facility.
• Engineering-focused plant/factory environment.
• Team consists of approximately 20 people.
• Mix of Customer Service Representatives, Planning, and Purchasing professionals.
• Diverse teams with varied backgrounds and cultures.
• Collaborative environment where everyone has opportunities to lead and participate in team meetings.

• Interface with internal and external customers.
• Coordinate activities with client functional areas including:
• Manufacturing
• Distribution
• Field Service
• Handle customer complaints and inquiries accurately and promptly, including:
• Order status
• Delivery inquiries
• Perform order error resolution, order processing, and maintenance functions for both order-based and proposal-based orders.
• Coordinate with customers regarding:
• Product selection
• Order placement
• Expediting requests
• Proactively solving customer issues to improve customer satisfaction and relationships.
• Provide product information, including some technical information when necessary.
• Systems and Software
• Utilize and maintain data in:
• SAP
• Quote to Cash
• Intranet
• Buy Automation
• Extranet
• Shared Drives
• External Account Websites

• Fast learner willing to travel periodically for training opportunities.
• Excellent verbal and written communication skills.
• Ability to prioritize work, work independently, and meet deadlines.
• Strong relationship-building skills with both internal and external stakeholders.
• Strong mediation, negotiation, and facilitation skills.
• Working knowledge of Microsoft Windows operating systems.