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Customer Service Representative

Littleton, MA | Direct Hire

Job ID: 47613 Industry: Administrative

Role Purpose:

Receives and coordinates information on customer needs including quotations, orders, lead times, delivery information etc.; coordinates with Engineering, Production and Accounting departments and upper management where necessary.

• Coordinates information on requests for quotations, orders and lead times from internal (Engineers, production personnel) and external customers. Relays pertinent information.
• Coordinates with other departments in handling purchase orders and providing service to customers.
• Achieves and maintains rapport with customers and works towards giving best possible customer service.
• Uses Syteline Manufacturing ERP System (including CRM) to record and retrieve customer information, stock status, purchase order status, enter and make changes on customer sales orders, performs daily invoice run, prints daily pack slips and coordinates shipment method and necessary paperwork for each customer order.
• Administers quotations, sales order requests set up by engineers.
• Ensures that correct information is used for retrieving and inputting information into ERP System.
• Acknowledges purchase orders and order information to customers.
• Performs follow ups on quotations, customer inquiries and shipments. Tracks all follow ups on spreadsheets and in customer relationship database as needed.
• Handles needs of Sales representatives (information requests, bookings and sales reports, literature requests).
• Checks with Accounting Department concerning credit status and assists with credit issues as needed.
• Relays delivery status and coordinates shipment information, maintains on time delivery status in Visual ERP System.
• Assigns RMA numbers for returns and administers appropriate paperwork and information.
• Acts as back up to subordinate Sales Order/Customer Service Coordinator and Receptionist as required.
• Performs administrative duties as assigned.


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