Customer Service Representative

Humanetics-Group; Chelmsford (MA); On-site; USD 36,000 - 52,000; Full time

Job summary

Triton Environmental Consultants, Ltd. is seeking a Customer Service Representative to coordinate quotations, orders, lead times, and delivery information. You will liaise with engineering, production, accounting and management to ensure accurate information flow and customer satisfaction.

Proficiency in ERP/CRM tools and strong communication will be essential as you handle purchase orders, invoicing, shipments and credit inquiries, while maintaining accurate data in Syteline CSI and Salesforce.

Qualifications

• High school diploma or GED required.
• Intermediate knowledge of Outlook and MS Office applications (Word, Excel, PowerPoint).
• Experience with ERP and CRM applications.

Responsibilities

• Coordinate information on requests for quotations, orders and lead times from internal and external customers; relay pertinent information.
• Coordinate with departments in handling purchase orders and providing service to customers.
• Maintain rapport with customers and strive for the best possible customer service.
• Record and retrieve customer information, stock status, and order status in ERP/CRM systems; process daily invoice runs and related paperwork.
• Assign RMA numbers for returns and manage related paperwork; act as front desk support as needed.
• Follow up on quotations, inquiries and shipments; track follow ups in spreadsheets and CRM as needed.
• Assist sales representatives with information requests, bookings, sales reports and literature requests.
• Coordinate shipment information and maintain on-time delivery status in ERP system; assist with credit issues and collections as required.

Education

High school diploma or GED

Tools

Outlook

MS Office (Word, Excel, PowerPoint)

ERP systems

CRM systems

Syteline (CSI) ERP System

Salesforce (CRM)

Job description

Customer Service Rep

Customer Service Representative receives and coordinates information on customer needs including quotations, orders, lead times, delivery information etc.; coordinates with engineering, production, accounting departments and management when necessary.

Key Role Deliverables:

• Coordinates information on requests for quotations, orders and lead times from internal (HITEC Engineers, production personnel) and external customers. Relays pertinent information.
• Coordinates with other departments in handling purchase orders and providing service to customers.
• Achieves and maintains rapport with customers and works towards giving best possible customer service.
• Uses Syteline (CSI) ERP System and Salesforce (CRM system) to record and retrieve customer information, stock status, purchase order status, enter and make changes on customer sales orders, performs daily invoice run, prints daily pack slips and coordinates shipment method and necessary paperwork for each customer order.
• Administers quotations, sales order requests set up by engineers.
• Ensures that correct information is used for retrieving and inputting information into ERP System.
• Acknowledges purchase orders and order information to customers.
• Performs follow ups on quotations, customer inquiries and shipments. Tracks all follow ups on spreadsheets and in customer relationship database as needed.
• Handles needs of Sales representatives (information requests, bookings and sales reports, literature requests).
• Checks with Accounting Department concerning credit status and assists with credit issues as needed.
• Assists Accounting with Collection of Past Due Accounts.
• Relays delivery status and coordinates shipment information, maintains on time delivery status in Syteline (CSI10) ERP System.
• Assigns RMA numbers for returns and administers appropriate paperwork and information.
• Acts as Front Desk Support – (Visitors, Mail and other required activities)
• Performs administrative duties as assigned.
• Answering Teams Phone System – Operator and Personal Lines

Experience:

• High school diploma or general education degree (GED)
• Intermediate knowledge of Outlook, MS Office (Word, Excel, PowerPoint)
• Experience with ERP and CRM applications.