Customer Service Representative III

CSR - Planner Customer Service Rep

Location:

Foxboro, Massachusetts

Schedule:

7:30- 4 Monday to Friday Duration: 6 months with renewals Possible conversion to full-time employment. Bill Rate: $22.00 - $25.00 per hour

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

• 1st round:
  Video conference
• 2nd/final round:
  Onsite at the factory

• 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 team 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
• Sales
• Distribution
• Field Service
• Handle customer complaints and inquiries accurately and promptly, including:
• Order status
• Production updates
• Delivery inquiries
• Billing 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
• Delivery schedules
• Expediting requests
• Proactively solving customer issues to improve customer satisfaction and relationships.
• Provide product information, including some technical information when necessary.
• Systems and Software
• SAP
• Quote to Cash
• Intranet
• Buy Automation
• Extranet
• Shared Drives
• External Account Websites

• 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 setting using SAP and intranet/buy systems/ quote to cash type tools
• Strong MS Office use.
• Strong relationship-building skills with both internal and external stakeholders.
• Strong mediation, negotiation, and facilitation skills.
• Working knowledge of Client Windows operating systems.
• Client Word
• Client Excel
• Client Access
• SAP experience preferred.