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Customer Service at

Customer Service

Middleton, MA Full-Time
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Oniste training then would be a remote position


Customer Service Specia list – Projects Group

Description

The Customer Service Specialist is responsible for supporting the Sales Department by facilitating the relationship between the company, customer, and end-user. Primary focus is with project orders, the Customer Service Specialist carries out multiple layers to meet the project installation dates. The Customer Service Specialist works with the Supply Chain, Purchasing and Production. The Customer Service Specialist in projects/Middleton reports to the Director, Project Operations and the VP, Operations.

Primary Responsibilities

Including but not limited to

  • Answer incoming phone calls. Listen to customers’ issues, work to resolve problems, offer pricing and availability, refer advanced issues to appropriate departments.
  • Process sales orders from the project portal using the ERP software. Review to ensure all information is accurate for proper fulfillment. Interface with sales or engineering to resolve any issues.
  • Establish ESD from Supply Chain reports.
  • Work with production through Monday.com to monitor “made” products.
  • Release confirmations eliciting any additional information required on logistics, install date or end-user requirements.
  • Monitor and review all open orders on a weekly basis to ensure ESD is met, notify customer of any delays.
  • Work with shipping on logistic issues, alert customers on tracking information.
  • Manage key customer weekly report of open orders.
  • Understand and handle No Charge Sample process, keep sales informed of sample order release.
  • Understand and follow RMA/RGA process for all project orders, alert product manager as to defective product returns.
  • Attend product training and work shops to maintain product knowledge.

  • Bring unresolved issues to the attention of Director, Project Operations.

Minimum Requirement

  • Customer service background
  • Use of ERP and Excel
  • Ability to handle varying customer requirements
  • Oniste training then would be a remote position
  • Customer Service Specialist – Projects Group

    Description

    The Customer Service Specialist is responsible for supporting the Sales Department by facilitating the relationship between the company, customer, and end-user.  Primary focus is with project orders, the Customer Service Specialist carries out multiple layers to meet the project installation dates. The Customer Service Specialist works with the Supply Chain, Purchasing and Production.  The Customer Service Specialist in projects/Middleton reports to the Director, Project Operations and the VP, Operations.

    Primary Responsibilities

    Including but not limited to

    • Answer incoming phone calls. Listen to customers’ issues, work to resolve problems, offer pricing and availability, refer advanced issues to appropriate departments.
    • Process sales orders from the project portal using the ERP software.  Review to ensure all information is accurate for proper fulfillment.  Interface with sales or engineering to resolve any issues.
    • Establish ESD from Supply Chain reports.
    • Work with production through Monday.com to monitor “made” products.
    • Release confirmations eliciting any additional information required on logistics, install date or end-user requirements.
    • Monitor and review all open orders on a weekly basis to ensure ESD is met, notify customer of any delays.
    • Work with shipping on logistic issues, alert customers on tracking information.    
    • Manage key customer weekly report of open orders.
    • Understand and handle No Charge Sample process, keep sales informed of sample order release.
    • Understand and follow RMA/RGA process for all project orders, alert product manager as to defective product returns.
    • Attend product training and work shops to maintain product knowledge.

     

    • Bring unresolved issues to the attention of Director, Project Operations.

    Minimum Requirement

    • Customer service background
    • Use of ERP and Excel
    • Ability to handle varying customer requirements
    ice with all customer interactions

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Job ID: Middleton CS

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