Cutomer Service Representative

·        Top Skills:     
1. Able to prioritize shifting priorities throughout the day from people needs, shipping, orders, product selection etc.

·        2.  SAP user experience.  Customer Service and Order fulfilment in industrial setting using SAP and intranet/buy systems/ quote to cash type tools

·        3.  Strong MS Office use.

·        Duties:

·        Take customer order entries and assign work to other team members.

·        Uses Salesforce to interpret requests and assign tasks.

·        Interview process: 1st round: Video conference, 2nd/final round: Onsite at the factory

About the Facility

·        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.

Key Responsibilities

·        Interface with internal and external customers.

·        Coordinate activities with Schneider 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 solve 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

Qualifications:

·        Position is located at the Client Plant in Foxboro, Massachusetts.

·        Desire for upward mobility and career growth within Client.

·        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.

·        Experience with:

·        Microsoft Word

·        Microsoft Excel

·        Microsoft Access

·        SAP experience preferred.