Highlights
The Customer Service Representative will prepare and process quotes and sales orders, review purchase orders, respond to customer inquiries, provide product and pricing information, and coordinate internally to ensure orders are accurate and customer needs are resolved efficiently. We are seeking an experienced Customer Service Representative to serve as a key liaison between customers, independent sales representatives, sales partners, and internal departments including Engineering, Manufacturing, Traffic, and Finance.
Numbers & Facts
| Location | Sanford, ME |
| Job Type | Full-time |
| Industry | Other/Not Classified |
| Salary | $24–$27 Per Hour |
| Year Founded | 1984 |
| Headquarters | Portsmouth, New Hampshire, US |
| Website | http://www.nesc.com |
Description
Customer Service Representative
Location: Sanford, Maine – Onsite
Pay: $24.00–$27.00/hour, based on experience; higher compensation may be considered for exceptionally qualified candidates
Schedule: Monday–Friday, 8:00 AM–4:30 PM | 40 hours/week
Hybrid Potential: Possibility of working from home up to 2 days per week after 6 months
Full-Time, Hourly Position
Position Summary
We are seeking an experienced Customer Service Representative to serve as a key liaison between customers, independent sales representatives, sales partners, and internal departments including Engineering, Manufacturing, Traffic, and Finance.
This is more than a traditional customer service position. The ideal candidate will have experience supporting a sales team in a manufacturing or life sciences environment, processing customer quotes and purchase orders, and working within CRM and ERP systems.
The Customer Service Representative will prepare and process quotes and sales orders, review purchase orders, respond to customer inquiries, provide product and pricing information, and coordinate internally to ensure orders are accurate and customer needs are resolved efficiently
Job Responsibilities
Key Responsibilities
Respond to incoming customer, sales representative, and business partner inquiries by phone, email, and online channels in a courteous and professional manner.
Support a network of independent manufacturer's sales representatives and/or sales partners.
Prepare, calculate, and process customer quotes and sales orders accurately and efficiently.
Review customer purchase orders for completeness, accuracy, and compliance with quoted requirements.
Enter and maintain accurate customer and order information in CRM and ERP systems.
Provide customers and sales representatives with product, pricing, order, and other relevant information.
Partner with Engineering to process special engineered quotes, custom configurations, and order requests.
Issue Return Merchandise Authorizations (RMAs).
Resolve customer inquiries and order issues in a timely manner.
Develop a strong understanding of product features, benefits, applications, specifications, customizations, and one-off configurations.
Work cross-functionally with Engineering, Manufacturing, Traffic, Finance, and other departments.
Support customer satisfaction and quality-assurance programs, including the resolution of customer complaints.
Utilize Lean concepts to identify process improvements, reduce waste, and improve the flow of information and materials.
Maintain accurate quote, order, case, and customer records.
Perform additional related duties as assigned.
Ideal Candidate
We are especially interested in candidates with:
5+ years of experience in a similar customer service or sales-support position preferred
Experience supporting sales representatives and/or sales teams
Experience processing quotes, purchase orders, and sales orders
Previous experience within a manufacturing or life sciences environment highly preferred
Hands-on experience with ERP and CRM systems
Experience with Epicor and/or Salesforce is especially relevant
Ability to learn a large and complex product line involving customizations and one-off configurations
Associate's degree preferred
Experience with international orders and shipments is a plus
Knowledge of contract administration and/or bids is a plus
Qualifications
Required Skills
Proficiency with Microsoft Office, including Outlook, Word, and Excel
Excellent verbal and written communication skills
Strong customer-service and relationship-building skills
Excellent organization and time-management abilities
Ability to manage multiple priorities in a fast-paced environment
Strong attention to detail and commitment to order accuracy
Good analytical and problem-solving skills
Ability to work effectively under pressure and meet deadlines
Ability to work independently while collaborating effectively across departments
Ability to learn and effectively utilize CRM and ERP systems
Key Performance Areas
Success in this position will include:
Effective inbound and outbound customer communication
Accurate and timely quote and sales-order processing
Effective management of quote, order, and case queues
Strong product and process knowledge
Accurate customer and order information
Timely resolution of customer and sales-team needs
Benefits may include:
Medical
Dental
Company-paid Health Reimbursement Account
Flexible Spending Accounts
Life and Disability Insurance
401(k)
Company Profit Sharing Plan
Paid Time Off
Additional company benefits
Additional Information
This position is initially onsite in Sanford, Maine. After approximately six months, there may be an opportunity to work remotely up to two days per week, based on company needs and eligibility.
Great Match If You Have:
Manufacturing/Life Sciences + Sales Support + Quotes/POs + CRM + ERP
If you've supported a sales team, processed detailed quotes and purchase orders, worked with customized products, and are comfortable navigating systems such as Salesforce and Epicor, we'd like to hear from you.
About Company
Designs and manufactures laboratory contamination control and clean air equipment used in biomedical research, clinical care, and pharmaceutical industries.