Customer Engagement Representative

ifm; Malvern (Chester County); On-site; USD 42,000 - 62,000; Full time

Job summary

ifm is seeking a Customer Engagement Representative in Malvern, PA to support the full customer lifecycle, including quoting, order entry, order management, billing, and issue resolution. You will work with SAP and Salesforce to ensure accurate transactions and timely, professional communication with customers.

The role blends transactional accuracy with customer ownership and requires strong problem-solving and de-escalation skills to resolve issues and maintain positive relationships across

Qualifications

• Experience in customer-facing roles.
• Strong written and verbal communication.
• Ability to maintain professionalism under pressure.

Responsibilities

• Support customers by phone and email on pricing, delivery, order status, invoicing, product availability, and account questions.
• Communicate clearly and professionally in both written and verbal interactions.
• Own customer issues from diagnosis through resolution, coordinating with internal teams as needed, and closing the loop with the customer.
• Handle billing discrepancies, expedited orders, return authorizations, and difficult customer interactions professionally.
• Identify system or process issues affecting service quality and escalation appropriately when needed.
• Create and process quotes and orders in SAP, verifying stock, pricing, delivery dates, and missing information.
• Support sales with sample orders, demo orders, and special pricing setups.
• Maintain accurate customer, case, and order records in Salesforce and SAP.
• Navigate both systems during live customer interactions without sacrificing speed or accuracy.
• Flag data, pricing, or configuration issues to the appropriate owner.
• Recommend workflow, training, or documentation improvements that

Skills

Customer service

Communication skills

Problem solving

De-escalation

Salesforce

SAP

Tools

Salesforce

SAP

Job description

Brief Description

The Customer Engagement Representative supports the full customer lifecycle, including quoting, order entry, order management, billing, and issue resolution across phone, email, Salesforce, and SAP. This role combines accurate transactional work with customer ownership, professional communication, problem-solving, and de-escalation skills.

Brief Description

The Customer Engagement Representative supports the full customer lifecycle, including quoting, order entry, order management, billing, and issue resolution across phone, email, Salesforce, and SAP. This role combines accurate transactional work with customer ownership, professional communication, problem-solving, and de-escalation skills.

Key Responsibilities

Key Responsibilities

Customer Engagement & Support

• Support customers by phone and email on pricing, delivery, order status, invoicing, product availability, and account questions.


• Communicate clearly and professionally in both written and verbal interactions.


• Own customer issues from diagnosis through resolution, coordinating with internal teams as needed, and closing the loop with the customer.


• Handle billing discrepancies, expedited orders, return authorizations, and difficult customer interactions professionally.


• Identify system or process issues affecting service quality and escalation appropriately when needed.

Order Fulfillment & Quote Processing

• Create and process quotes and orders in SAP, verifying stock, pricing, delivery dates, and missing information.


• Support sales with sample orders, demo orders, and special pricing setups.

Systems & Data Integrity

• Maintain accurate customer, case, and order records in Salesforce and SAP.


• Navigate both systems during live customer interactions without sacrificing speed or accuracy.


• Flag data, pricing, or configuration issues to the appropriate owner.

Process Improvement & Documentation

• Recommend workflow, training, or documentation improvements that