Customer Service Representative - Order Management & Customer Support

Customer Service Representative – Order Management & Customer Support

On-Board Services is hiring a Customer Service Representative – Order Management & Customer Support in Wilmington, DE.

Position Details:

Title: Customer Service Representative – Order Management & Customer Support

Position Type: 1 year contract with additional opportunity contingent upon performance and continued business need

Job Location: Wilmington, DE

Shift: 1st Shift

Benefits: 401K, Dental insurance, Life Insurance, Medical Insurance, Vision Insurance, PTO

Compensation: $25/HR

Position Overview:

The Customer Service Representative serves as a customer-focused liaison responsible for promoting and implementing functional excellence while providing domestic customer service based on business and customer needs. This role supports the continuous improvement of quality processes through best practices, training, and auditing. The Customer Service Representative must develop a thorough understanding of the domestic order management system, as well as all applicable policies and procedures. Experience with SAP R/3 (or equivalent), order entry, pricing, documentation, and invoicing is required. Knowledge of quality systems and previous business experience are preferred. This position offers the opportunity to become proficient in multiple business applications, including SAP R/3, SharePoint, and Salesforce.com, while supporting various business units. The incumbent will work closely with demand and supply planners, market segment teams, customer service representatives, manufacturing sites, warehouses, regional contacts, freight forwarders, carriers, finance teams, and customers to ensure customer needs are met while maintaining quality standards.

Responsibilities include, but are not limited to:

• Responding to customer inquiries
• Utilizing business unit tracking systems
• Resolving customer disputes
• Issuing credit and debit memos
• Processing samples and rebates
• Monitoring sales orders throughout the order fulfillment process
• Maintaining accurate documentation and customer records

This position also requires a thorough understanding of and active participation in the corporate Sarbanes-Oxley (SOX) Section 404 compliance process as it relates to customer service.

Minimum Skills Required:

• Demonstrated experience as a Customer Service Representative beyond call center and/or retail customer service.
• Previous knowledge of the Sales-to-Cash (STC) and Requisition-to-Pay (RTP) processes is preferred.
• Excellent verbal communication and interpersonal skills with internal teams, including Customer Service, Manufacturing, Supply Chain, Product Management, Sales, Marketing, Finance, Warehousing, and Transportation, as well as external customers.
• Minimum of 6 months to 1 year of SAP R/3 (or equivalent ERP) experience, including order entry, delivery creation, and invoicing.
• Intermediate to advanced proficiency in Microsoft Office, including Excel, Word, and PowerPoint. Microsoft Office assessment scores must be included.
• Experience with Salesforce.com and SharePoint is preferred.
• Ability to adapt quickly to changing priorities, business conditions, and personnel while maintaining a professional and customer-focused approach.
• Strong problem-solving skills with the ability to identify process improvement opportunities and implement change.
• Demonstrated ability to multitask, manage projects, and translate business needs into practical implementation plans.
• Proven flexibility and adaptability in a fast-paced, team-oriented environment.
• Excellent organizational skills with the ability to: provide accurate follow-up, understand inventory management, support business unit strategies, translate strategic objectives into effective customer service practices

Education and Experience Required:

• College degree
• Previous customer service experience
• SAP R/3 or equivalent ERP experience

Preferred:

• Bachelor's degree

On-Board was founded in 1976 by Robert L. Wilson to provide Engineering and Design services to the chemical manufacturing industry. Today, On-Board is a thriving privately held family of companies with services including: Consulting, Professional Engineering, Industrial Maintenance and Facility Management, Contracted Manufacturing and Production Services, as well as Temporary Staffing and Recruiting throughout North America. The On-Board Family of Companies conducts operations through its Corporate Headquarters located in East Windsor, NJ along with Regional Offices in New Castle, DE and Wake Forest, NC. On-Board's Mission is to provide "Flexible Service by applying the talents of our people, work processes and technology to meet our clients' expectations in a Safe, Responsible and Dependable manner." On-Board Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, sex, national origin, age, disability or genetics.