Customer Service Rep I


Call Center and Customer Service

Advert ID




Job Type




Salary Range


No. of Openings


Branch Information

Manchester, NH - (USA) 80 Canal Street NH Manchester , NH 03101



Job Description

Our Client is looking for Experienced Customer Service Rep I. Associates Degree or an equivalent combination of education and relevant work experience and a minimum of 1 year experience in a customer service/sales support environment which includes administration and communication of customer requests a must!

Job Purpose

Processing Orders, Returns, credit/debit memos, and monitoring requests to help manage inventory movements between field representatives and customers. The position also determines the status of, sales orders and delivery tracking information. The Customer Service Rep I is required to have strong multi-tasking skills and attention to detail, and must be able to interact effectively with customers and Field Sales to respond to questions and research customer orders and history.

Job Functions:

* Understand customer processes and responds to a wide variety of special customer requests and inquiries of both internal and external customers.

* Conduct an administrative review and thorough understanding of incoming faxed, mailed, emailed or phoned in customer purchase orders and requests.

* Able to make independent decisions and commitments to customers in a timely manner and understands business needs and urgency of order fulfillment and follow-up.

* Enter and track all customer orders.

* Maintain full ownership for pre and/or post sales issues, which includes updating the customer as well as field when delays arise.

* Responsible for supporting the "order to billing" cycle of spare parts/accessories and supply orders.

* Handle the return of spare parts process includes the following responsibilities such as generating the Return Authorization number.

* Create SAP system delivery notes and coordinating deliveries with the warehouse as needed.

* Review of all open orders to ensure billing and closure.

* Responsible for maintaining relationships with customers to insure that all sales, service, and billing needs are satisfied.

* Assist field representatives with trunk stock requests and ensure proper approvals are received prior to processing the order.

* Assist customers with the return of product by ensuring that product is returned within the returns goods guidelines and includes the proper approvals have been obtained according to internal policies.

* Work closely with Sales Reps, the Pricing Team, and the National Accounts Group to reconcile any pricing discrepancies.

* Responsible to keep current on changes in policies, procedures, and product offerings

* Administrative review and thorough understanding of incoming faxed, mailed, emailed or phoned in customer purchase orders.

* Perform other related duties as required or assigned.

* Follow up with all levels of management.

* Work with the Field Sales team and multiple other internal departments, as well as customers.

Required Knowledge, Skills and Abilities:

* Able to multi-task and handle administrative tasks with high attention to detail.

* Strong time management skills and ability prioritize and multi-task in a highly demanding environment.

* Communication and interpersonal skills are essential.

* Ability to respond to customer needs in a proactive manner.

* SAP or related system skill preferred.

* Intermediate skills in Microsoft Word, Excel and Outlook.

* Able to commit to a changing work schedule or reporting times as assigned by the manager during month and quarter ends.

* Available to work on various company holidays and closings when business needs require.