Customer Service Representative

Coordinates product information, order processing, repair and calibration services, returns, credits, and shipping activities for manufacturing customers.

Job Requirements

• Associate degree in Industrial Engineering, Engineering Technology, or a related field
• Directly applicable work experience may substitute for the degree requirement
• 5–10 or more years of related experience within a manufacturing company
• Experience processing customer orders, repairs, shipments, returns, and credits
• Experience maintaining customer accounts in an ERP system
• Proficiency with computer software applications
• Experience analyzing data and preparing operational reports
• Experience developing customer service policies, procedures, or work processes
• Knowledge of product pricing, availability, delivery, warranty, repair, and credit processes

Preferred Skills

• Experience with SAP ERP
• Experience entering and managing sales orders
• Experience coordinating product repair and calibration services
• Familiarity with configurable technical or industrial products
• Experience processing inbound and outbound repairs
• Experience preparing customer repair approvals
• Knowledge of shipping documentation, freight coordination, and order fulfillment processes

Job Responsibilities

• Respond to requests involving product information, pricing, availability, and delivery
• Provide information regarding product selection, configuration, options, warranties, repairs, and credit terms
• Enter and maintain sales orders in SAP or the applicable ERP system
• Create and update customer account records
• Coordinate inbound repair and calibration requests
• Process outbound repair shipments
• Obtain and document repair approvals
• Coordinate sales shipments and delivery status
• Process product returns and credits
• Investigate order, shipment, pricing, repair, and account discrepancies
• Apply established warranty, credit, return, and customer service policies
• Track customer requests and open issues through resolution
• Maintain order, repair, calibration, shipping, and account documentation
• Analyze customer service and order-processing data
• Prepare reports and present operational results
• Develop and update customer service procedures and work processes
• Identify and implement improvements to order management, repair coordination, shipping, and customer service workflows

Pay Details: $19.00 to $27.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.