Customer Service Representative

Chase Corporation; Westwood (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading customer service company in Massachusetts is seeking a Customer Services Representative to manage orders, respond to customer inquiries, and ensure high-quality service. The ideal candidate will have strong communication skills and a commitment to customer satisfaction. Proficiency in English is essential, while knowledge of sales order entry databases is a plus. This position offers opportunities for growth and full training on systems and procedures.

Qualifications

• Demonstrates a strong commitment to delivering excellent customer service.
• Able to communicate clearly and professionally with customers and colleagues.
• Ensures accuracy in all tasks including order entry and documentation.
• Capable of handling multiple tasks and working effectively with other functions.
• Works methodically and meets required deadlines.
• Proficiency in English is essential; French is beneficial.

Responsibilities

• Manage end-to-end orders for Domestic and Export Sales.
• Handle inbound customer enquiries via email, phone, and online platforms.
• Liaise with Accounts Department regarding customer account status.
• Coordinate with the Despatch Department for timely shipment of orders.
• Log customer complaints and collaborate on investigations.

Skills

Excellent customer service

Clear communication

Accuracy in tasks

Multi-tasking

Teamwork

Self-motivation

Proficiency in English

Sales order entry databases knowledge

Microsoft Office Suite

Tools

Oracle

Salesforce

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

Role Overview

The Customer Services Representative is responsible for the end-to-end management of orders for both Domestic and Export Sales. This role acts as a key liaison between customers, internal departments, and external partners to ensure timely, accurate, and efficient service. The representative supports all aspects of customer interaction, maintaining a high level of customer satisfaction and service quality.

Key Responsibilities

Order Management

• Receive and process customer orders (via email and customer database) following the same-day response procedure, ensuring timely issuance of formal order acknowledgements.

Customer Enquiries

• Handle inbound enquiries received via email, phone, and online platforms. Direct queries to the appropriate department as required.

Account Status Coordination

• Liaise with the Accounts Department to review customer account status, especially when an account is placed on hold during order entry.

Despatch Coordination

• Work closely with the Despatch Department, providing all necessary details and documents to ensure accurate and timely shipment of orders.
• Actively participate in departmental meetings and contribute to team objectives.
• Log customer complaints, collaborate with relevant departments to investigate issues, and process credit documentation promptly.

General Support

• Carry out any additional tasks that support the wider customer service activities of the company.

Information Accuracy

• Use the appropriate tools, systems, and procedures to provide accurate, valid, and complete information to customers.

Key Qualifications & Skills

• Demonstrates a strong commitment to delivering excellent customer service.
• Able to communicate clearly and professionally with customers and colleagues at all levels.
• Ensures accuracy in all tasks, including order entry, documentation, and communication.
• Capable of handling multiple tasks while working effectively with other functions and departments.
• Works methodically, prioritises workloads effectively, and meets required deadlines.
• Proficiency in English is essential. French is beneficial.
• Works well as part of a team while also being self‑motivated and able to work independently when required.
• Remains calm and effective when working against tight shipping deadlines.
• Experience with sales order entry databases (e.g., Oracle, Salesforce) is advantageous but not essential—full training will be provided.
• Confident in using Microsoft and Windows applications including Word, Excel, Outlook, and Teams.
• Knowledge of quality systems such as ISO 9001 is advantageous.