Customer Solutions Representative (CSR)

Customer Solutions Representative Billerica, MA
Compensation: Salary + Bonus Potential
Location: On-site in Billerica, MA
Note: Candidates must be willing to complete a drug screen and background check.

Urgent need for a Customer Solutions Representative (CSR) to support a commercial team in Billerica, MA. This role is responsible for providing high-quality customer service in partnership with account managers and business development, ensuring smooth communication, accurate order management, and effective project coordination. The CSR serves as a key point of contact and is essential to maintaining strong customer relationships.

Responsibilities (include but are not limited to):

• Enter and manage customer purchase orders and delivery dates within the ERP system.

• Monitor customer portals and all communication channels to ensure timely responses.

• Support the commercial team with various administrative and coordination tasks.

• Collaborate with the outside sales team to assist with Salesforce activity, including opportunity entry.

• Validate incoming orders for accuracy (pricing, lead times, revisions, MOQ, shipping/payment terms, quality requirements).

• Coordinate contract reviews with internal stakeholders for prompt customer confirmation.

• Communicate schedule changes to customers and relay customer requests to operations and sales teams.

• Work cross-functionally to track and communicate order status to relevant stakeholders.

• Function as the account owner for assigned customers, including Salesforce management and quote submission.

• Respond promptly to customer calls and emails.

• Partner with program management to troubleshoot, research, and resolve customer issues across teams (procurement, accounting, engineering, etc.).

• Support investigation and resolution of customer complaints.

• Report to the Commercial Customer Solutions Manager.

Requirements

Qualifications:

• Associate degree and/or 2+ years of customer service or inside sales experience.

• Minimum 2 years of experience using Microsoft Office.

• Experience working in a manufacturing environment.

• Proven ability to work in a fast-paced, multitasking office setting.

• Strong computer and organizational skills.

• U.S. citizenship required.

Preferred Qualifications:

• Bachelor s degree in business or a technical field.

• 2+ years of experience using CRM systems (Salesforce preferred).

• Knowledge of commercial purchase orders and contract documentation.

• Experience with MRP/ERP systems (Oracle preferred).