Job description

Job Title: Customer Service Representative
Duration: 9+ months (can extend further)
Location: Franklin, MA
Shift Hours: 8:00 AM - 5:00 PM

Position Summary
Based in our Franklin facility, you will be part of our customer service team, establishing relationships with our customers and colleagues. We are the face and voice of the company, who makes the difference between an average and outstanding customer experience! Responsible for ensuring customers globally receive the best support possible, providing an end-to-end experience with that personalized care.

What you will do

• Act as the first point of contact for our customers dealing via email and telephone, ensuring the inquiry gets to the right person.
• Provide quotations to key customers and Intercompany partners and process all order types.
• Meet with the operations department to deliver proactive updates and accurate delivery dates on order acknowledgment after stock/planning evaluation.
• Resolve issues regarding pricing, delivery terms, etc. within 24 hours.
• Responsible for maintenance and update of purchase order discrepancy and holds reports.
• Build and process invoices, Handle invoice queries, Process Credit memos and warranty orders, and seek outstanding returns for credit/warranty returns.
• Maintain customer accounts/contacts on CRM/ERP Systems
• Resolve issues or problems using your own judgment and raise to supervisor if joint decision making is needed.
• Help provides monthly metrics to management.
• All other duties as assigned.

How will you get here?

Education

• High school graduate or GED, associate degree preferred.
• Knowledge, Skills, Abilities
• Ability to provide outstanding customer service to external and internal customers on a consistent basis.
• Proficiency in Microsoft Outlook, Word and Excel, familiarity with remaining Microsoft Office programs.
• Minimum 2+ years years' experience
• Sound knowledge of ERP / CRM systems such as Infor XA / SFDC
• Experience in the end-to-end quote to invoice process

Job Type: Contract

Salary: Up to $27.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Franklin, MA: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• CRM software: 1 year (Preferred)

Work Location: One location

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