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Customer Service Planner (W2 - Onsite)
Career Insights for Customer Service Representative (General)
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Scorecard
Based on Massachusetts data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$41,993 / year median in Massachusetts
-10% projected decline
Job Description
Location :
Foxboro, Massachusetts Schedule:
7:30 am- 4.00 pm Monday to
Friday Duration:
Long term. Six-month renewals Possible conversion to full-time employment.
Top Skills:
1 . Able to prioritize shifting priorities throughout the day from people needs, shipping, orders, product selection etc.
- 2 . SAP user experience. Customer Service and Order fulfilment in industrial setting using SAP and intranet/buy systems/ quote to cash type tools
- 3 . Strong MS Office use.
Duties:
- Take customer order entries and assign work to other team members.
- Uses Salesforce to interpret requests and assign tasks.
- Interview process: 1st round: Video conference, 2nd/final round: Onsite at the factory About the Facility
- Instrumentation materials are manufactured at this facility.
- Engineering-focused plant/factory environment.
- Team consists of approximately 20 people.
- Mix of Customer Service Representatives, Planning, and Purchasing professionals.
- Diverse team with varied backgrounds and cultures.
- Collaborative environment where everyone has opportunities to lead and participate in team meetings. Key Responsibilities
- Interface with internal and external customers.
- Coordinate activities with client functional areas including:
- Manufacturing
- Sales
- Distribution
- Field Service Handle customer complaints and inquiries accurately and promptly, including:
- Order status
- Production updates
- Delivery inquiries
- Billing inquiries
- Perform order error resolution, order processing, and maintenance functions for both order-based and proposal-based orders.
Coordinate with customers regarding:
- Product selection
- Order placement
- Delivery schedules
- Expediting requests
- Proactively solve customer issues to improve customer satisfaction and relationships.
- Provide product information, including some technical information when necessary.
- Systems and Software Utilize and maintain data in:
- SAP
- Quote to Cash
- Intranet
- Buy Automation
- Extranet
- Shared Drives
External Account Websites Qualifications:
- Position is located at the Client Plant in Foxboro, Massachusetts.
- Desire for upward mobility and career growth within Client.
- Fast learner willing to travel periodically for training opportunities.
- Excellent verbal and written communication skills.
- Ability to prioritize work, work independently, and meet deadlines.
- Strong relationship-building skills with both internal and external stakeholders.
- Strong mediation, negotiation, and facilitation skills.
- Working knowledge of Microsoft Windows operating systems.
- Experience with:
- Microsoft Word
- Microsoft Excel
- Microsoft Access SAP experience preferred.
Requirements Top Skills:
1 . Able to prioritize shifting priorities throughout the day from people needs, shipping, orders, product selection etc. 2 . SAP user experience. Customer Service and Order fulfilment in industrial setting using SAP and intranet/buy systems/ quote to cash type tools 3. Strong MS Office use.