Customer Success & Order Fulfillment Specialist

The Planet Group; Franklin (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Customer service

Account management

Sales ops

Order entry

Tools

MS Office

Job description

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.