Customer Service Representative

Job Summary:

Reporting to the Sr. Manager of Sales & Service Operations, the Customer Service Representative is responsible for ensuring a positive customer experience through the timely and accurate administration of new sales, return and/or repair orders using the ERP system of record. The incumbent ensures all sales, return, and/or repair orders are properly administered from order entry through delivery note creation and shipment. The Customer Service Representative works closely with Purchasing, Logistics and Service staff to obtain material availability dates and/or lead time estimates for timely provision to distribution partners and end customers. The incumbent works closely with adjacent departments to resolve credit, finance, tax, and contracts issues as needed. As the first contact in any sales or service transaction, the Sales Support Specialist is expected to assist customers through each step of the order to cash process leading to a positive buying experience and continued business growth.

Primary Duties & Responsibilities:

• Promptly administer customer sales, return, and/or repair orders in SAP using information from a range of data sources, including our customer service portal, purchase orders received via EDI, ESKER and/or manual correspondence.
• Coordinate revision requests with partners and end customer as needed to ensure each booked order has a corresponding and accurate purchase order.
• Employ strict attention to detail when updating orders with quote and opportunity information provided by the sales team. Close quotes in CRM as appropriate.
• Monitor sales and/or service backlog and inventory reports; request release of orders that have been placed on credit hold when   material becomes available to ship.
• Create and send proforma invoices to customers as needed.
• Ensure the timely provision of accurate order confirmations to customers once an order has been booked – all pricing must be accurate, and all dates must be firm.
• Review and coordinate the removal of GTS order blocks as needed
• Annotate all risk codes along with detailed notes on each order to include date and initials, prior to release.
• Ensure all supporting documentation is attached to each sales order in SAP prior to release
• When appropriate, work with management to obtain release of orders over 100k, and ASC606 review of orders over 250k.
• Draft and submit PID requests in OCR Ease to obtain US import/export classification for all unclassified material as needed. Obtain and attach supporting documentation to aid in classification.
• Ensure that any rush orders are noted as such, and work with service and/or logistics to ensure same day shipment for in stock items and completed repairs.
• Issue and maintain end-user licensing through OCR Ease and file AES for exports as needed
• Ensure strict adherence to all Global Trade Compliance, Legal, Financial and Sales Operations policies.
• Provide pre-and post-sales support to external and internal customers to include pricing, availability, and general information.
• Coordinate material returns, credits and debits as needed.
• Issue Purchase Orders to vendors and receive goods into inventory as needed.
• Prepare daily/weekly reports for internal departments and vendors.
• Participate in meetings and projects as needed.
• Escalate issues to management as needed
• Perform other duties, projects and tasks as assigned by management

Job Qualifications:

• Bachelor’s Degree preferred – or comparable work experience in a high-volume customer service role.
• 2+ years’ experience in SAP or similar ERP system 
• Proficiency in Microsoft Office applications (Outlook, Excel, Word, Teams, PowerPoint), Oracle case management tool, PowerBI or other reporting tools, and Zoom.
• Knowledge of software licensing issuance and maintenance.
• Knowledge of Microsoft Dynamics is a plus.
• Excellent written and verbal communication skills are a must. All internal and external communication is expected to be courteous and professional.
• This is an in-office position at our Hudson, NH facility.
• Must be able to take direction and work as a member of a team in a dynamic and fast-paced environment.
• The successful candidate will be self-motivated and one who employs strict attention to detail in the performance of all work assignments.

Applicants must be either a U.S. citizen, U.S. national, legal permanent resident, asylee, refugee or must be eligible to apply for and obtain the appropriate export control license from the U.S. Departments of State or Commerce.