Job Description

Job Title: Customer Service Representative II

Location: Tewksbury, MA, 01876

Duration: 6 Months (Contract to Permanent)

Shift Timing: 8 - 5 pm

Note:

• Fully onsite
• May convert to FT dependent on performance
• SAP experience / CRM experience is preferred
• Site is currently using Microsoft Dynamics, but experience with any ticketing or service management system is a plus
• Phone skills required
• Virtual interview

Job Description:

• The Customer Service Representative will be responsible for general customer service support primarily focused on providing part and pump price quotes, processing part and pump orders and assisting with warranty claim and invoice billing issues.

Core Responsibilities:

• Perform Customer Service Support functions as the first point of contact with the customer.
• Adhere to ISO9001 Customer Service Procedures and Work Instructions.
• Maintain Quote Log and Production Order Log Tracking Database.
• Utilize the ERP-LX (Order Entry) system.
• Provide Part, Pump, Motor quotes to customers as required.
• Assist with Warranty claim Processing.
• Assist with Credit Memo / No Charge requirements.
• Preparing the customer communication folder.
• Perform Order Entry Processing and provide Order Status updates as required.
• Process Change orders (address changes, schedule date, carrier changes).
• Assist Sales teams with customer support activities.
• Understand and perform Export Compliance tasks as required.
• Interface with the customer to assist in resolving AR Collections Dispute Resolution issues.
• Other duties as assigned by the Customer Service Manager.

Qualifications:

• High School Diploma.
• Prefer associates degree individuals or some level of college experience.
• Strong financial/accounting skills required.
• Problem solving skills and strong written and verbal communication skills required.
• Must be knowledgeable in MS Office applications.
• 1-3 years' experience

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