Customer Support Representative

Kelly; Morristown (NJ); On-site; USD 38,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plan

Paid holidays

Transit benefit

Short-term disability

Job summary

Kelly is seeking a Customer Support Representative I in Morristown, NJ to coordinate and follow up on business orders, acting as a key contact between stakeholders and customers to uphold exceptional service and high satisfaction.

The role supports import/export accounts and assists with credits, debits, returns, and Quality Notification Claims, resolving routine issues in a fast-paced environment with strong attention to detail.

Qualifications

• Experience handling customer orders and inquiries.
• Familiarity with SAP or similar ERP systems.
• Strong communication and problem-solving skills.
• Ability to manage multiple priorities with minimal supervision.

Responsibilities

• Process and verify customer orders with high accuracy in SAP.
• Respond to requests for order adjustments and communicate changes.
• Deliver high-quality service to internal and external customers.
• Build and maintain positive customer relationships.
• Coordinate between customers and sales to meet needs.
• Update SAP master data timely.
• Provide back-up support during absences.
• Assist with credits, debits, returns, and Quality Notifications.

Skills

Customer service

Order processing

Communication

Attention to detail

Multitasking

Tools

SAP

Job description

Job Title: Customer Support Representative I

The Customer Support Representative I ensures the smooth coordination and follow-up of business orders, acting as a key point of contact between stakeholders and customers. This role is vital for upholding exceptional customer service and maintaining high customer satisfaction for a designated standard account base, with minimal supervision. The position also supports import/export accounts, assists the organization in tasks such as credits, debits, returns, and quality notification claims, and helps resolve routine customer issues. The work requires efficient communication, attention to detail, and the ability to handle multiple priorities in a fast-paced environment.

Summary

The Customer Support Representative I ensures the smooth coordination and follow-up of business orders, acting as a key point of contact between stakeholders and customers. This role is vital for upholding exceptional customer service and maintaining high customer satisfaction for a designated standard account base, with minimal supervision. The position also supports import/export accounts, assists the organization in tasks such as credits, debits, returns, and quality notification claims, and helps resolve routine customer issues. The work requires efficient communication, attention to detail, and the ability to handle multiple priorities in a fast-paced environment.

Key Accountabilities

• Processes and verifies the accuracy of customer orders using SAP, received via email, telephone, EDI, or other channels, with a focus on detail and accuracy.
• Initiates necessary actions to respond to customer service requests for order adjustments, maintaining and communicating changes to relevant personnel and departments.
• Ensures and delivers high-quality service to both internal and external customers.
• Builds and maintains ongoing positive relationships with customers, fostering trust and loyalty.
• Acts as a communication link between customers and the sales team to ensure customer needs are met effectively.
• Resolves customer issues related to order delays, back-orders, returns, and collaborates with Product Management, Quality, Transportation, and Warehousing teams as needed.
• Handles and communicates resolutions for a variety of customer complaints and implements corrective action plans in collaboration with the Complaints Specialist.
• Maintains accurate SAP master data by timely updating of customer account information.
• Provides back-up support to team members during absences due to vacation, travel, or illness.
• Supports key business tasks such as processing credits, debits, returns, and the creation of Quality Notification Claims as required.

Benefits

• Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability.
• As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account.
• In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.