Hybrid Customer Service & Order Specialist

The Planet Group; Franklin (MA); Hybrid; USD 34,000 - 39,000; Full time

Job summary

The Planet Group is seeking a Customer Service Representative in Franklin, MA to manage orders from entry through shipment in a high-volume environment. The role requires building strong customer relationships and coordinating with sales and internal teams to ensure customer needs are met.

The position offers a contract-to-hire path with training followed by a hybrid work model (5 days onsite initially, then 4 days onsite per week). Strong communication and organizational skills are essential.

Qualifications

• 3+ years of customer service, account management, sales operations, or order entry experience in manufacturing or distribution.
• Experience in a high-volume, fast-paced environment requiring strong communication and problem-solving skills.

Responsibilities

• Manage assigned customer accounts from order entry through shipment.
• Communicate expected delivery dates, order status, tracking information, and changes to customers and internal teams.
• Manage expedite requests and proactively address potential delivery issues.
• Partner with outside sales professionals to support a dedicated customer base.
• Build and maintain strong relationships with customers and internal departments.
• Respond to internal and external requests in a timely manner and provide effective solutions.
• Meet internal customer service-level agreements (SLAs), on-time delivery goals, and quality metrics.
• Enter and maintain customer and order information within the ERP system.
• Prepare quotes and assist customers with product selection and recommendations.
• Identify opportunities to upsell complementary products and services.

Skills

Customer service

Account management

Sales operations

Order entry

Tools

ERP system

CRM software

Job description

The Planet Group is seeking a Customer Service Representative in Franklin, MA to manage orders from entry through shipment in a high-volume environment. The role requires building strong customer relationships and coordinating with sales and internal teams to ensure customer needs are met.

The position offers a contract-to-hire path with training followed by a hybrid work model (5 days onsite initially, then 4 days onsite per week). Strong communication and organizational skills are essential.