Customer Engagement Specialist (SAP & Salesforce)

ifm; Malvern (Chester County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical plan

401K match

Paid holidays

Paid vacation

Job summary

ifm efector, inc. in Malvern, PA, is seeking a seasoned customer service professional to manage order fulfillment, pricing inquiries, and invoicing. You will own cases from diagnosis through resolution, coordinating with internal teams to ensure a smooth customer experience.

The role requires hands-on ERP/CRM usage (SAP, Salesforce), strong communication, and a schedule Mon–Fri 10:00 AM–6:30 PM EST with training shifts. Onsite position with a computer-centric daily routine.

Qualifications

• 4+ years in customer service or order fulfillment with hands-on ERP/CRM use.
• Strong conflict-resolution, judgment, ownership, and follow-through skills.
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• onsite position with majority of time at a computer handling live phone and email interactions.

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 escalated 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 save time or improve service.
• Identify recurring customer or process issues and share feedback that supports root-cause resolution.
• Assist in creating and maintaining process documentation, templates, and team knowledge-based content.
• Support new hire onboarding and ongoing training, especially on Salesforce and SAP processes.
• Share process knowledge and best practices with teammates as needed.
• Partner with sales, finance, planning, and IT to resolve customer-impacting issues.
• Contribute to team and cross-functional process improvement discussions.
• Hands-on daily experience with Salesforce.com for case management and customer history.
• Hands-on experience with SAP order entry / SD processes, including order creation, ATP checks, pricing, and credit memo workflows.
• Proficient in Microsoft Office, especially Excel; Power BI or similar reporting experience is a plus.

Skills

Customer service

ERP/CRM experience

SAP

Salesforce

Excel

Power BI

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

SAP

Salesforce

Excel

Job description

ifm efector, inc. in Malvern, PA, is seeking a seasoned customer service professional to manage order fulfillment, pricing inquiries, and invoicing. You will own cases from diagnosis through resolution, coordinating with internal teams to ensure a smooth customer experience.

The role requires hands-on ERP/CRM usage (SAP, Salesforce), strong communication, and a schedule Mon–Fri 10:00 AM–6:30 PM EST with training shifts. Onsite position with a computer-centric daily routine.