Customer Service Representative

Customer Service Representative at Kelly Science, Engineering, Technology & Telecom Customer Service Representative at Kelly Science, Engineering, Technology & Telecom in Berlin, Massachusetts Posted in 3 days ago.

Type:

full-time

Job Description:

Position Overview We are seeking a customer-focused and proactive Customer Service Representative (CSR) to serve as a key liaison between our business and domestic customers. This role champions functional excellence in customer service, continually driving the improvement of quality processes through best practices, training, and auditing initiatives. As a CSR, you will develop deep expertise in domestic order management systems and company policies, with hands-on responsibility for order entry, pricing, documentation, and invoicing-experience in SAP-R3 or a similar platform is essential. Familiarity with quality systems and business operations is highly valued. This position offers exposure to multiple business areas, including SAP-R3, Point, and Salesforce.com applications. You will work collaboratively with colleagues at all levels-demand and supply planners, market segments, customer service peers, U.S. plant sites, warehouses, regional and international contacts, freight forwarders, carriers, and financial teams. Your focus will be to anticipate and satisfy customer needs while striving for the highest quality standards.

Key Responsibilities:

Serve as a primary point of contact, responding promptly to customer inquiries and requests. Utilize business unit tracking systems to monitor orders and ensure fulfillment. Resolve issues, disputes, and process credits/debits as needed. Facilitate requests for samples, rebates, and other fulfillment functions throughout the sales order lifecycle. Actively contribute to and support the Sarbanes-Oxley 404 compliance process as it relates to customer service activities. Identify opportunities for process improvements and implement effective solutions. Maintain exceptional documentation and ensure adherence to established policies and standards.

Minimum Requirements:

Proven success as a Customer Service Representative in a business-to-business environment (beyond call center or retail). Experience with the Sales to Cash (STC) and/or Requisition to Pay (RTP) processes preferred. Excellent phone, written, and interpersonal communication skills, with demonstrated ability to collaborate across multiple business functions, including supply chain, product management, sales, marketing, finance, and logistics. Proficiency with SAP-R3 (or equivalent), with 6-12 months' experience in order processing, deliverables creation, and invoicing required. Intermediate-to-advanced Microsoft Excel skills (plus PowerPoint and Word); candidates must provide test scores in MS Office applications. Experience with Salesforce.com and Point is a plus. Adaptability to changing environments, strong organizational skills, and the ability to work independently and as part of a dynamic, fast-paced team. Proven project management, multitasking, and change management abilities. Strategic insight to align customer support activities with broader business objectives.

Education & Experience:

Required:

College degree and prior relevant customer service experience, including SAP-R3 or equivalent system experience.

Preferred:

Bachelor's degree.