Customer Service Agent

Adaptec Solutions, LLC; City of Rochester (NY); On-site; USD 30,307 - 44,083; Full time

Benefits offered by this job

Generous paid time off (PTO)

11 paid company holidays

Health plans including dental and vision insurance

401(k) match and immediate vesting

Education assistance

Job summary

A dynamic technology solutions provider is seeking a Customer Service Agent to ensure accurate order processing and provide top-tier service to enhance customer satisfaction. Candidates should have 3+ years experience in a relevant environment, alongside proficiency in MS Office and ERP/CRM systems. This role demands exceptional organizational skills and the ability to manage multiple deadlines, contributing significantly to overall operational efficiency. Join a supportive team that prioritizes customer-focused solutions and continuous improvement.

Qualifications

• 3+ years of experience in a manufacturing or customer-focused operations environment.
• HSD/GED required, associate's degree preferred.
• Proficient in MS Office and ERP/CRM platforms.

Responsibilities

• Process customer orders accurately and completely.
• Prepare and deliver quotes for spare parts.
• Manage order intake, entry, and updates within ERP/CRM systems.

Skills

Experience in manufacturing or customer-focused operations

Proficiency in MS Office

Strong organizational skills

Interpersonal and communication skills

Ability to manage multiple deadlines

Education

Associate's degree in Business Administration

Tools

ERP/CRM platforms

Job description

Education: 2 year degree in business administration or related field is preferred; HSD/GED is required

Experience: 3+ years of experience in a manufacturing, service delivery, or customer‑focused operations environment. Proficient in MS Office and ERP/CRM platforms. Strong organizational skills with sharp attention to detail. Ability to manage multiple deadlines in a fast-paced environment.

About This Opportunity

The Customer Service Agent plays a key role in supporting Adaptec Solutions’ customers, sales teams, and operations by ensuring accurate order processing, timely communication, and a consistently high level of service. This position sits at the center of multiple workflows and is essential to delivering a strong customer experience across spare parts, service parts, and Core Ops.

This is a high-volume, detail-driven role where accuracy, follow‑through, and professionalism matter. You will join a team where your experience will help shape best practices, improve efficiency, and elevate how the customer service function operates across the organization.

What You’ll Do

• Process customer orders accurately and completely, ensuring all documentation and confirmations meet internal standards
• Prepare and deliver quotes for spare parts, service parts, and Core Ops
• Track quote aging and conduct follow‑ups to drive conversion
• Manage order intake, entry, and status updates within ERP/CRM systems, including drop‑ship coordination and ETA tracking
• Proactively communicate order status, delays, and changes to customers
• Support up to four sales representatives across multiple business segments
• Respond to customer inquiries regarding orders, pricing, availability, and lead times
• Coordinate with operations, procurement, logistics, service, engineering, and sales to ensure timely fulfillment
• Maintain accurate records of customer interactions, quotes, and ordersMonitor trends in customer inquiries and identify opportunities to improve accuracy, efficiency, and communication
• Manage a shared incoming orders inbox and provide administrative order support across business lines
• Provide general telephone support and call routing
• Participate in team meetings, training, and cross‑functional initiatives
• Perform additional duties as assigned by management

What You Bring

• 3+ years of experience in a manufacturing, service delivery, or customer‑focused operations environment
• Associate’s degree in Business Administration or a related field, preferred; HSD/GED required
• Proficient in MS Office and ERP/CRM platforms
• Strong organizational skills with sharp attention to detail
• Ability to build and maintain strong relationships with stakeholders, ensuring consistency and clear communication.
• Ability to manage multiple deadlines and shifting priorities in a fast-paced environment
• Strong interpersonal and communication skills
• Comfortable supporting multiple stakeholders with varying priorities

Key Performance Indicators (KPIs)

• Quote accuracy percentage
• Quote turnaround time
• Customer Satisfaction (CSAT)
• Order close‑out accuracy and timeliness
• Aged quotes (over 48 hours)

In compliance with pay transparency requirements, the wage range for this role is $22.00 – 32.00/hr. The rate range provided is a general guideline. When extending an offer, Adaptec Solutions considers factors including, but not limited to experience and geographic location. Adaptec Solutions also offers a variety of benefits including generous paid time off (PTO), 11 paid company holidays including your birthday, generous health plans, dental and vision insurance, HSA/FSA accounts, generous 401(k) match and immediate vesting, short-term/long term disability coverage and basic life/AD&D insurance and education assistance.

Adaptec Solutions, LLC is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state or local law.

Equal Opportunity Employer, including disabled and veterans.