CSR – Planner Customer Service Rep

Encore Technologies; Massachusetts; On-site; USD 48,000 - 64,000; Full time

Job summary

Encore Talent Solutions in Foxboro, Massachusetts is seeking a Customer Service Representative / Planner for a manufacturing environment. You will serve as the link between customers and internal teams, handling orders, production status, shipping, and billing, using SAP and Microsoft Office.

This long-term contract offers six-month renewals with the potential to convert to full-time. The role requires strong organizational skills, ability to manage shifting priorities, and excellent

Qualifications

• Experience in customer service, order management or planning in manufacturing.
• Hands-on SAP experience for customer service and order processes.
• Strong MS Excel, Word, and Outlook skills.

Responsibilities

• Serve as primary contact for customers regarding orders, status, delivery, and billing.
• Enter orders accurately and assign follow-up tasks to team members.
• Use SAP to review requests and route tasks to resources.
• Manage orders through the fulfillment lifecycle.
• Coordinate across Manufacturing, Sales, Distribution, Purchasing, and Field Service.
• Respond to inquiries about order status, production updates, shipping, and product availability.
• Proactively identify delays and work with teams to resolve issues.

Skills

Customer service

Order management

Planning

Problem solving

Communication

Tools

SAP

Microsoft Office

Salesforce

Job description

Customer Service Representative / Planner

About Encore Talent Solutions

Encore Talent Solutions is a trusted professional services firm dedicated to helping organizations achieve their goals by providing exceptional talent solutions. We partner closely with our clients to understand their unique culture and operational needs, delivering proactive support during times of growth, transition, and change. Our mission is to connect top talent with meaningful opportunities to drive business success.

Job Description

We are seeking a Customer Service Representative / Planner to join our dynamic team in a manufacturing and engineering environment. This position serves as an important link between customers and internal manufacturing, sales, distribution, purchasing, and field service teams.
The ideal candidate will have strong customer service, order fulfillment, SAP, and Microsoft Office experience, preferably within an industrial or manufacturing environment. This individual must be highly organized and comfortable managing frequently shifting priorities involving customer needs, orders, shipping, product selection, production schedules, and delivery requirements.
This is a long-term contract opportunity with six-month renewals and the potential for conversion to full-time employment.

Key Responsibilities

• Serve as a primary point of contact for internal and external customers regarding orders, products, production status, delivery, and billing.


• Enter customer orders accurately and assign work and follow-up activities to appropriate team members.


• Utilize Salesforce to review and interpret customer requests and route tasks to the appropriate resources.


• Manage customer orders throughout the order fulfillment lifecycle.


• Coordinate activities across functional teams, including:
  
  
  
  • Manufacturing
  
  
  • Sales
  
  
  • Distribution
  
  
  • Purchasing
  
  
  • Field Service
  
  
  
  


• Respond accurately and promptly to customer inquiries involving:
  
  
  
  • Order status
  
  
  • Production updates
  
  
  • Shipping and delivery
  
  
  • Billing
  
  
  • Product availability and selection
  
  
  
  


• Perform order processing, order maintenance, and error resolution for order-based and proposal-based transactions.


• Coordinate with customers regarding product selection, order placement, delivery schedules, and expediting requests.


• Monitor customer orders and proactively identify potential delays or issues.


• Work with internal teams to resolve order, production, inventory, and shipping challenges.


• Provide customers with product information and basic technical information when appropriate.


• Proactively address customer concerns and identify solutions that strengthen customer satisfaction and relationships.


• Prioritize multiple requests and adjust quickly as customer, production, shipping, and business priorities change throughout the day.


• Maintain accurate customer, order, and transaction information across applicable business systems.


• Participate in team meetings and contribute to continuous improvement and operational initiatives.

Required Qualifications

• Previous experience in customer service, order management, order fulfillment, planning, or a related business operations role.


• Experience working within a manufacturing, industrial, engineering, or product-based environment.


• Hands-on experience using SAP for customer service, order management, fulfillment, or related business processes.


• Experience with order-to-cash or quote-to-cash business processes.


• Strong Microsoft Office skills, particularly:
  
  
  
  • Microsoft Excel
  
  
  • Microsoft Word
  
  
  • Microsoft Outlook
  
  
  
  


• Ability to manage and prioritize frequently changing demands throughout the workday.


• Strong organizational and time-management skills with the ability to meet deadlines.


• Excellent written and verbal communication skills.


• Strong customer service and relationship-building abilities.


• Ability to work independently while collaborating effectively within a cross-functional team.


• Strong problem-solving skills with the ability to proactively resolve customer and order-related issues.


• Working knowledge of Microsoft Windows environments.

Preferred Qualifications

• Experience with Salesforce or another CRM platform.


• Experience with SAP in a manufacturing or industrial environment strongly preferred.


• Experience supporting customer order fulfillment, production planning, shipping, or supply chain activities.


• Familiarity with Quote-to-Cash systems and processes.


• Experience utilizing intranet platforms, purchasing automation systems, extranets, shared drives, and external customer account websites.


• Experience with Microsoft Access.


• Understanding of manufacturing operations, production scheduling, inventory, and distribution processes.


• Ability to provide customers with basic technical product information.


• Strong mediation, negotiation, and facilitation skills.


• Interest in professional development and long-term career growth.

Work Environment & Location

• Location: Onsite - Foxboro, Massachusetts


• Schedule: Monday-Friday, 7:30 AM-4:00 PM


• Engagement Type: Long-term contract


• Contract Structure: Six-month renewals with potential conversion to full-time employment


• Environment: Engineering-focused manufacturing facility supporting instrumentation products.


• The position works within a collaborative team of approximately 20 professionals across customer service, planning, and purchasing.


• Candidates should be willing to periodically travel for training and professional development opportunities.

Interview Process

• First Round: Video interview


• Final Round: Onsite interview at the Foxboro facility

Equal Opportunity EmployerEncore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.