Customer Service Specialist

Infosoft, Inc.; Rocky Hill (CT); On-site; USD 34,000 - 39,000; Full time

Job summary

Infosoft, Inc. is seeking a Customer Service Representative to deliver an exceptional customer journey for a global client. The role focuses on end-to-end service, acting as the main point of contact and coordinating with internal teams to meet expectations.

Responsibilities include CRM updates, handling inquiries, and contributing to customer experience improvements. The position requires 2–5 years in customer service or related fields and a willingness to support continuous improvements.

Qualifications

• High School Diploma required.
• 2-5 years of experience in Customer Service / Supply Chain / Sales.
• Experience with SAP and Service Cloud.
• Order to cash process knowledge.
• Cloud-based solutions and ERP experience.

Responsibilities

• Be the single point of contact for customers and deliver end-to-end CSX.
• Enter customer interactions into CRM and schedule follow-ups.
• Collaborate with CSX, CoE, GBS+, and Supply Chain to meet needs.
• Support customer experience initiatives and manage complex queries.
• Plan activities daily/weekly/monthly to ensure continuity.

Skills

Customer service

Communication

Accountability

Process optimization

Resilience

Planning & organizing

Customer focus

Analyze alternatives & solutions

Education

High School Diploma

Tools

SAP

Service Cloud

ERP systems

Job description

Job Title: Customer Service Representative

Pay Rate: $25 to $28/Hr

Duration: 12 Months

Shift: 8 AM to 5:00 PM

Our client is a global industrial and consumer products manufacturer.

We are looking for a Customer Service Representative to deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey and collecting feedback to drive continuous improvement. Be the single point of contact for current and new Client's customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs.

• Accountable for customer-facing activities/customer experience, acting as a single point of contact for customers, adopting a customer-centric mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).
• Run OTC and Customer Service Management, focusing mainly on customer interaction-related activities (in/outbound)
• Voice of Customer: Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions. Build customer trust & relationships by supporting supply, commercial & application inquiries, collecting feedback, and identifying opportunities to drive customer satisfaction, including regular visits.
• Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions.
• Customer Service Experience Operations: Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption & downtime.
• Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions commitments.
• Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
• Continuous Improvement: Contribute to reviewing existing operations in your area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows, or improve customer experience.
• Performance Management: Prioritize own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use KPIs, performance management systems, and reports to improve personal performance.
• Supporting Systems: Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
• Time Management & Activities Planning: Plan your own activities on a daily, weekly, and monthly basis to ensure business continuity, enhance efficiencies, and improve customer satisfaction. Actively participate in team meetings to align priorities.
• Compliance: Comply with the Client's Corporate Standards, Global SHE, and Sustainability requirements.

Requirements:

• Minimal education required for the position: High School Diploma
• Minimal work experience required in years: 2-5 years of experience in Customer Service / Supply Chain / Sales
• Customer-facing operations (i.e. Customer Service, Sales)
• Order to cash process knowledge
• Cloud-based solutions (i.e. Service Cloud) / ERP systems (i.e. SAP) / IT applications
• Must have SAP (SAP92) and Service Cloud experience/Knowledge
• Skill Requirements
• Soft Skills
• Communication for Impact
• Accountability
• Process Optimization
• Resilience
• Hard Skills:
• Planning and Organizing
• Customer Focus
• Analyze Alternatives and Recommend Solutions