Customer Service Representative

The Planet Group; Franklin (MA); Presencial; USD 42.000 - 64.000; Jornada completa

Descripción de la vacante

The Planet Group in Franklin, MA is seeking a Customer Service Representative to build strong customer relationships and coordinate with internal teams to manage shipments from order entry through delivery.

You will work with sales to support a dedicated customer base, provide timely status updates, and help optimize on-time delivery and quality metrics using ERP systems and MS Office.

Formación

• 3+ years in customer service, account management, sales ops or order entry.
• Manufacturing or Distribution industry experience.
• Proficiency with MS Office (Excel, Outlook & Word).

Responsabilidades

• Manage the customer’s account by communicating expected delivery dates and tracking orders.
• Proactively provide status updates to meet on-time delivery and quality metrics.
• Meet all internal customer SLAs.
• Use analytical skills to convert customer data into insights.
• Build and maintain relationships with customers and internal teams.
• Support outside sales with a dedicated customer base.
• Respond to internal requests promptly with solutions.
• Quote, order, and manage customers; advise on product selections.
• Recognize pricing, inventory, and sales initiatives and adjust as needed.
• Enter orders into the ERP system and identify new prospects.
• Follow up on new leads and upsell complementary products.
• Identify customer needs and align offerings with sales goals.
• Monitor industry trends affecting customer needs and sales.
• Generate and analyze reports related to customer sales activities.
• Maintain technical understanding of offered products and advancements.
• Promote customer incentives in line with the sales strategy.

Conocimientos

Customer service

Account management

Sales ops

Order entry

Herramientas

MS Office

Descripción del empleo

Location-

Franklin, MA - 5 days onsite initially to train. Normal is Mon-Thur onsite

Must haves:

• 3+ years of customer service, account management, sales ops or order entry
• Manufacturing or Distribution industry
• MS Office (Excel, Outlook & Word)

Job Description:

The Customer Service Rep builds relationships with our customers and collaborates with internal teams to solve customer needs. You will use our processes and technology to manage shipments and communicate updates to the customer and our internal teams. You will be partnered with our sales professionals to manage the customer’s account from order entry through shipment, proactively addressing changes to meet on-time delivery and quality customer metrics.

RESPONSIBILITIES:

• Manage the customer’s account by communicating expected delivery dates; managing expedite requests; communicating tracking and follow up information regarding customer orders both internally and externally.
• Proactively implementing solutions and sharing status updates to meet on-time-delivery and quality metrics.
• Meeting all internal customer SLA’s
• Uses analytical skills to convert customer data into
• Build and maintain sustainable customer and internal department relations to meet/exceed customer expectations
• Directly support outside sales with dedicated customer base
• Responding to internal requests within a timely manner demonstrating the ability to resolve issues and provide solutions
• Proactive quote, order, and customer management
• Quoting products and services including product selection understanding and additional product recommendations
• Recognizing competitive market pricing parameters and adjusting as needed in accordance with pricing, inventory, and sales initiatives.
• Order entry / data entry into ERP System
• Identity and add prospects within assigned territory to assist with company sales initiatives.
• Outbound follow up on new leads.
• Identify customer needs and offer solutions utilizing the company services and/or products providing the best solution to meet customer needs and company sales goals.
• Recognize industry trends that may impact customer needs and continued sales.
• Ability to generate, review and analyze reports related to customer sales activities related to the above
• Command of technical understanding/aptitude for products offered.
• Proactive promotion of customer incentives that align with the sales strategy.
• Upsell customers additional complimentary products and solutions.
• Continuous training on technical product competencies and technical advancements.