Customer Service Associate

Halma plc; Pittsburgh (Allegheny County); On-site; USD 40,000 - 55,000; Full time

Job summary

Halma plc is seeking a Customer Service Associate in Pittsburgh to provide front-line customer support and order administration. This role involves managing a high volume of customer communications and order entry across various business segments.

The ideal candidate has 3-5 years of customer service experience, proficiency in ERP/order entry systems, and is adept at Microsoft Office. Join us to contribute to a positive customer experience and effective problem resolution.

Qualifications

• 3-5 years of experience in a sales support, customer service, or administrative role.
• Proficiency in ERP/order entry systems with strong data entry accuracy.
• Ability to navigate multiple customer portals/platforms.

Responsibilities

• Enter customer orders accurately and efficiently in the ERP system.
• Manage inbound customer communications via email and phone.
• Process order maintenance activities including changes and cancellations.
• Partner with Sales, Operations, Finance, and other teams to resolve issues.

Skills

Customer-focused communication

Time management

Problem-solving

Attention to detail

Collaboration

Education

High school diploma or equivalent

Tools

ERP/order entry system (Dynamics)

Freshdesk

Microsoft Office (Excel, Outlook, Teams)

Zoom

Job description

## Customer Service AssociateApplylocations: Pittsburghtime type: Full timeposted on: Posted Todayjob requisition id: JR26\_000585**Scope of the Position**The Customer Service Associate provides front-line customer support and order administration for multiple business segments, serving customers across the US, Canada, and Latin/South America. The role manages a high volume of daily order entry and customer communications (phone and email) while ensuring accurate data entry, timely follow-up, and effective coordination with Sales, Operations/ Shipping, Finance, Quality, and technical teams to resolve issues and meet customer expectations.This position requires comfort navigating multiple systems (e.g., ERP/order entry tools (Dynamics), Freshdesk, etc), the ability to prioritize competing requests throughout the day, and a consistent focus on order accuracy, responsiveness, and a positive customer experience.**Key Responsibilities*** Enter customer orders for all business segments accurately and efficiently in the ERP/order entry system (Dynamics), maintaining a high daily throughput while meeting accuracy expectations.* Manage a high volume of inbound customer communications via email and phone; monitor shared inboxes, triage requests, and ensure timely responses and follow-up.* Answer and direct incoming calls using the phone system (Zoom) and route inquiries appropriately to Sales, Technical Support, Accounting, Operations/Shipping, or other departments.* Provide customer support related to standard pricing, product availability, lead times, order status, shipment tracking, and general order questions.* Process order maintenance activities including order changes, cancellations, address updates, and other modifications while clearly communicating impacts to customers and internal teams.* Perform data entry across customer platforms and systems as required, ensuring accuracy and completeness of customer, order, and shipment information.* Initiate and process RMAs, warranty orders, replacements, and related documentation in accordance with established procedures.* Partner cross-functionally with Sales, Operations/Shipping, Finance, Quality, Marketing, and Product Management to research and resolve customer issues and prevent repeat problems.* Maintain clear, organized records of customer interactions and order activity to support continuity, reporting, and audit readiness.* Contribute to a positive, professional customer experience by demonstrating responsiveness, attention to detail, and effective problem-solving.**Competencies****Requirements****Degree(s) or certification(s):****Minimum:** High school diploma or equivalent**Re-certification requirements:** N/A**Professional experience required (min.):**3-5 years of experience in a sales support, customer service, or administrative role**Technical Competencies*** ERP/order entry proficiency (Dynamics) with strong data entry accuracy and speed* Freshdesk proficiency; maintains accurate customer and order information.* Microsoft Office (Excel, Outlook, Teams) and video/phone platforms (Zoom)* Ability to learn and navigate multiple customer portals/platforms and internal tools.**IT skills*** Freshdesk, Microsoft Excel/Outlook/Teams, Zoom**Language skills**French: N/AEnglish: Yes**Interpersonal skills*** Customer-focused communication (written and verbal) with professional phone presence.* Attention to detail and thorough follow-through; commitment to order accuracy.* Time management and prioritization in a high-volume, fast-paced environment* Problem-solving and sound judgment; knows when and how to escalate issues.Collaboration and teamwork across departments; adaptable to changing priorities