Customer Service Representative

The Planet Group; Franklin (MA); Hybrid; USD 34,000 - 39,000; Full time

Job summary

The Planet Group is seeking a Customer Service Representative in Franklin, MA to manage orders from entry through shipment in a high-volume environment. The role requires building strong customer relationships and coordinating with sales and internal teams to ensure customer needs are met.

The position offers a contract-to-hire path with training followed by a hybrid work model (5 days onsite initially, then 4 days onsite per week). Strong communication and organizational skills are essential.

Qualifications

• 3+ years of customer service, account management, sales operations, or order entry experience in manufacturing or distribution.
• Experience in a high-volume, fast-paced environment requiring strong communication and problem-solving skills.

Responsibilities

• Manage assigned customer accounts from order entry through shipment.
• Communicate expected delivery dates, order status, tracking information, and changes to customers and internal teams.
• Manage expedite requests and proactively address potential delivery issues.
• Partner with outside sales professionals to support a dedicated customer base.
• Build and maintain strong relationships with customers and internal departments.
• Respond to internal and external requests in a timely manner and provide effective solutions.
• Meet internal customer service-level agreements (SLAs), on-time delivery goals, and quality metrics.
• Enter and maintain customer and order information within the ERP system.
• Prepare quotes and assist customers with product selection and recommendations.
• Identify opportunities to upsell complementary products and services.

Skills

Customer service

Account management

Sales operations

Order entry

Tools

ERP system

CRM software

Job description

Schedule: 5 days onsite initially for training then hybrid (4 days onsite/week)

Job Type: Contract-to-Hire

Compensation: $25-28/hour during contract | $25-28/hour upon conversion

About the Opportunity

We are seeking a Customer Service Representative to join a growing manufacturing and distribution organization. This role is responsible for building strong customer relationships, managing orders from entry through shipment, and partnering closely with sales and internal teams to ensure customer needs are met.

The ideal candidate has 3+ years of customer service, account management, sales operations, or order entry experience within a manufacturing or distribution environment. This is a high-volume, fast-paced position that requires strong communication, organization, attention to detail, and problem-solving skills.

Key Responsibilities

• Manage assigned customer accounts from order entry through shipment.
• Communicate expected delivery dates, order status, tracking information, and changes to customers and internal teams.
• Manage expedite requests and proactively address potential delivery issues.
• Partner with outside sales professionals to support a dedicated customer base.
• Build and maintain strong relationships with customers and internal departments.
• Respond to internal and external requests in a timely manner and provide effective solutions.
• Meet internal customer service-level agreements (SLAs), on-time delivery goals, and quality metrics.
• Enter and maintain customer and order information within the ERP system.
• Prepare quotes and assist customers with product selection and recommendations.
• Identify opportunities to upsell complementary products and services.
• Recognize competitive pricing and market conditions and adjust recommendations in alignment with company initiatives.
• Identify and add prospective customers within an assigned territory to support sales initiatives.
• Conduct outbound follow-up with new leads and prospective customers.
• Identify customer needs and recommend products and services that provide the appropriate solution.
• Monitor industry trends that may impact customer needs and sales opportunities.
• Generate, review, and analyze reports related to customer and sales activity.
• Promote customer incentives and initiatives aligned with the company's sales strategy.
• Maintain a strong technical understanding of products and services offered.
• Participate in ongoing training related to products, technology, and industry advancements.

Qualifications

• 3+ years of experience in customer service, account management, sales operations, order entry, inside/outside sales, purchasing, or a related role.
• Manufacturing or distribution experience required.