Customer Engagement Representative

Piper Companies; Malvern (Chester County); On-site; USD 61,992,000 - 81,278,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with company match

Paid Holidays

Job summary

Piper Companies is seeking a Customer Engagement Representative to join a leading global industrial automation company on site in Malvern, PA. This role supports the full customer lifecycle, including quoting, order entry, order management, billing, and service, utilizing Salesforce and SAP.

The ideal candidate will have 4+ years of customer service experience and hands-on ERP/CRM familiarity, with strong communication skills and a detail-oriented approach. Work hours are 10:00 AM - 6:30 PM EST.

Qualifications

• 4+ years of customer service, customer engagement, order processing, or related experience.
• Hands-on experience using an ERP and CRM, preferably SAP and Salesforce.
• Experience with SAP order entry/SD processes, including pricing and invoicing workflows.
• Strong written and verbal communication with professional issue resolution.

Responsibilities

• Support customers by phone and email regarding pricing, delivery, order status, invoicing, product availability, and account questions.
• Own customer issues from initial diagnosis through resolution, coordinating with sales, finance, planning, IT, and internal teams as needed.
• Create and process quotes and orders in SAP, verifying inventory, pricing, delivery dates, and required information.
• Handle billing discrepancies, expedited orders, return authorizations, special pricing, and other interactions professionally.
• Maintain accurate customer, case, quote, and order records in Salesforce and SAP, including order entry and pricing workflows.
• Identify recurring issues and recommend workflow or process improvements.

Skills

Customer service

Communication

Problem solving

Attention to detail

Teamwork

Education

High School Diploma or GED

Associate's or Bachelor's degree preferred

Tools

SAP

Salesforce

Excel

Power BI

Job description

Piper Companies is seeking a Customer Engagement Representative to join a leading global industrial automation company on site in Malvern, PA. The Customer Engagement Representative will support the full customer lifecycle, including quoting, order entry, order management, billing, customer service, and issue resolution while utilizing Salesforce and SAP.

Responsibilities for the Customer Engagement Representative include:

• Support customers by phone and email regarding pricing, delivery, order status, invoicing, product availability, and account-related questions.
• Own customer issues from initial diagnosis through resolution, coordinating with sales, finance, planning, IT, and other internal teams as needed.
• Create and process quotes and orders in SAP, verifying inventory, pricing, delivery dates, and required information.
• Handle billing discrepancies, expedited orders, return authorizations, special pricing, sample orders, and difficult customer interactions professionally.
• Maintain accurate customer, case, quote, and order records in Salesforce and SAP, including order entry, ATP checks, pricing, and credit memo workflows.
• Identify recurring customer or process issues and recommend workflow, documentation, training, or process improvements.
• Assist with new hire onboarding and provide training and best practices related to Salesforce and SAP processes.
• Consistently meet established quality, productivity, response-time, SLA, order accuracy, and customer-service metrics.

Qualifications for the Customer Engagement Representative include:

• 4+ years of customer service, customer engagement, order fulfillment, or order processing experience.
• Hands-on experience using an ERP and CRM, preferably SAP and Salesforce.
• Experience with SAP order entry / SD processes, including order creation, ATP checks, pricing, and credit memo workflows.
• Strong written and verbal communication skills with the ability to handle customer issues and difficult interactions professionally.
• Proven ability to meet quality, productivity, and service-level metrics in a customer-facing or transactional environment.
• Strong problem-solving, judgment, ownership, conflict-resolution, and follow-through skills.
• Proficiency in Microsoft Office, particularly Excel; Power BI or similar reporting experience is preferred.
• High School Diploma or GED required; Associate's or Bachelor's degree preferred.

Compensation for the Customer Engagement Representative includes:

Salary Range: $25/hour

Comprehensive Benefits: Medical, Dental, Vision, 401K with company match, PTO, Sick Leave, Long-Term Disability, Short-Term Disability, and Paid Holidays.

Schedule: Monday - Friday, 10:00 AM - 6:30 PM EST. An earlier schedule will be required during the initial training period.

This job opens for applications on 9/3/26. Applications for this job will be accepted for at least 30 days from the posting date.

Keywords:

Customer Service, Customer Engagement, Customer Support, Order Management, Order Fulfillment, Order Entry, Quoting, Quote Processing, Salesforce, Salesforce.com, SAP, SAP SD, ERP, CRM, ATP, Available-to-Promise, Pricing, Billing, Invoicing, Credit Memos, Return Authorizations, Account Management, Issue Resolution, Conflict Resolution, Customer Relations, Data Integrity, Process Improvement, Cross-Functional Collaboration, Excel, Microsoft Office, Power BI, SLA, Customer Experience, Inside Sales, Sales Support, Order Processing.