Customer Service Representative

Staff Perm; Hudson (NH); On-site; USD 28,000 - 40,000; Full time

Job summary

Staff Perm in Hudson, NH is seeking a Customer Service Representative to support post-sale activities for thermal imaging products. The role emphasizes customer engagement, coordination, and administration to deliver post-sales products and services.

The position requires 3+ years in customer service, high school diploma, and US citizenship or a green card. Pay is $25.00/hour, with hours Mon-Fri 8:00am–4:30pm in Hudson, NH 03051.

Qualifications

• Requires 3+ years of customer service experience.
• Experience handling RMA processes and export controls.
• Familiar with SAP, OCR, Oracle, and service portal.

Responsibilities

• Manages the RMA process for internal and external customers.
• Prepares estimates and proposals; handles export classifications.
• Secures purchase orders and processes payments for service offerings.
• Communicates status of open orders to customers with professionalism.
• Collaborates with cross-functional teams to ensure timely releases and compliance.
• Participates in quality reviews of customer interactions.
• Provides testing and reports on SAP enhancements in NC40 environment.
• Promotes Care and Protect services and replacement product purchases.
• Maintains documentation and supports service delivery.

Skills

Customer service

Communication

Attention to detail

Team collaboration

Problem solving

Education

High school diploma or GED

Tools

SAP

OCR

Oracle

Service portal

SAP NC40 test environment

Job description

Customer Service

The Customer Service Representative employs extensive skills and experience to bolster company position as the global leader in thermal imaging solutions through customer engagement, coordination and administration leading to the delivery of post-sales products and services for a range of thermal imaging and test & measurement products.

LOCATION: Hudson, NH 03051

POSITION: Contract to Hire potential

PAYRATE: 25.00 hour

HOURS: 8:00am to 4:30pm (M-F)

Primary Duties & Responsibilities:

• Leverages knowledge and experience in the administration of all phases of the return material authorization (RMA) process for internal and external customers across multiple product lines via voice, email, the service portal and Oracle case management system.
• Employs strict attention to detail in the preparation of estimates, contract proposals maintenance agreements. Prepares export classification and export licensing requests via the OCR system as needed.
• Secures purchase orders and processes payment for the full range of service offerings; maintains all related documentation. Liaises with adjacent functional areas to ensure timely release from tax, credit and trade compliance holds.
• Ensures all actions are performed in accordance with corporate finance, legal and trade compliance requirements.
• Proactively communicates status of open orders and manages customer expectations with the highest degree of professionalism. Is empowered to make decisions to maintain customer loyalty and grow the business.
• Participates in quality reviews of all customer interactions; receives coaching and guidance aimed at delivering the best possible customer experience.
• Receives hands-on training and demonstrates competence on all business systems and platforms including SAP, OCR, Oracle, and the service portal. Leverages technical expertise in testing SAP enhancements and new product features in the SAP NC40 test environment. Provides test reports as needed.
• Supports the growth of the service business by promoting company Care and Protect services, service contracts and replacement product purchases.
• Work environment is team-based with high focus on cross-training and collaboration. The successful candidate will be punctual, reliable, and self-motivated.

REQUIREMENTS:

• Must be US Citizen or Green Card holder
• High school diploma or GED
• 3+ years Customer Service experience
• Leverages technical expertise in testing SAP enhancements and new product features in the SAP NC40 test environment.
• Experience in multiple product lines via voice, email, the service portal and Oracle case management system.

Pre-Employment Screening:

Please note that all offers of employment are contingent upon the successful completion of a background check and drug screening based on local, state and federal laws in your region. This process is designed to ensure the safety and integrity of the workplace. Minor offenses will not necessarily disqualify a candidate from consideration and all situations are reviewed by HR for compliance with local laws and hiring requirements for the role.