Position Title: Customer Engagement Representative
Position Description: Protingent Staffing has an exciting Direct Hire opportunity located in Denver, CO.
Job Responsibilities:
- Support customers by phone and email on pricing, delivery, order status, invoicing, product availability, and account questions
- Communicate clearly and professionally in both written and verbal interactions
- Own customer issues from diagnosis through resolution, coordinating with internal teams as needed, and closing the loop with the customer
- Handle billing discrepancies, expedited orders, return authorizations, and difficult customer interactions professionally
- Identify system or process issues affecting service quality and escalate appropriately when needed
- Create and process quotes and orders in SAP, verifying stock, pricing, delivery dates, and missing information
- Support sales with sample orders, demo orders, and special pricing setups
- Maintain accurate customer, case, and order records in Salesforce and SAP
- Navigate both systems during live customer interactions without sacrificing speed or accuracy
- Flag data, pricing, or configuration issues to the appropriate owner
- Recommend workflow, training, or documentation improvements that save time or improve service
- Identify recurring customer or process issues and share feedback that supports root-cause resolution
- Assist in creating and maintaining process documentation, templates, and team knowledge-base content
- Support new hire onboarding and ongoing training, especially on Salesforce and SAP processes
- Share process knowledge and best practices with teammates as needed
- Partner with sales, finance, planning, and IT to resolve customer-impacting issues
- Contribute to team and cross-functional process improvement discussions
- Maintain hands-on daily experience with Salesforce.com for case management and customer history
- Maintain hands-on experience with SAP order entry / SD processes, including order creation, ATP checks, pricing, and credit memo workflows
- Consistently meet or exceed order/quote accuracy, throughput, response-time, and service-quality targets
- Become independent in order/quote processing within 2 months and service/issue resolution within 6 months
Job Qualifications:
- 4+ years of customer service, customer engagement, or order fulfillment experience with hands-on ERP/CRM use
- Proven ability to meet quality and production metrics in a service or order-processing environment
- Strong conflict-resolution, judgment, ownership, and follow-through skills
- Proficient in Microsoft Office, especially Excel; Power BI or similar reporting experience is a plus
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred
Job Details:
- Direct Hire
- Location: Denver, CO
- Pay Rate Range: $25/hr
About Protingent: Protingent is an Award-Winning provider of top-tier Engineering and IT talent, trusted by companies at the forefront of innovation — from Software and Aerospace to AI, Clean Tech, Medical Devices, and Connected Technologies. We're passionate about making a positive impact by connecting exceptional talent with meaningful opportunities and helping our clients build the future.