Customer Service Representative

$52,000 - $60,320/Yr

Tech Observer - Bridgewater Township, NJ

Full-time - Entry Level

Bridgewater Township, NJ

Professional, Scientific, and Technical Services

About the position

The Customer Service Representative role is focused on enhancing customer experience by acting as a single point of contact for customers. This position requires a customer-centric mindset, ensuring that customer interactions are positive and professional. The representative will manage customer inquiries, maintain customer relationships, and contribute to the understanding of customer needs and expectations.

Responsibilities

• Accountable for customer facing activities and customer experience.
• Run OTC and Customer Service Management, focusing on customer interaction activities.
• Contribute to understanding customer segments, trends, needs, and expectations by providing feedback on client interactions.
• Build trust and relationships with customers by supporting supply, commercial, and application inquiries.
• Enter relevant information into the CRM system after each customer contact to ensure quality data for customer retention and business development.
• Provide quality service to customers while identifying opportunities for new business or customer retention.
• Handle customer cases and complex queries to minimize disruption and downtime.
• Collaborate closely with internal partners/functions to meet customer expectations and needs.
• Support the implementation of customer experience initiatives, tools, and processes.
• Contribute to continuous improvement by reviewing existing operations and generating new ideas.
• Prioritize workflow to meet productivity, quality, and timeliness standards using KPIs and performance management systems.
• Utilize customer service supporting systems and tools to drive efficiencies and provide feedback for improvement.
• Plan daily, weekly, and monthly activities to ensure business continuity and enhance customer satisfaction.

Requirements

• High School Diploma or GED required.
• 2-5 years of experience in Customer Service, Supply Chain, or Sales.
• Knowledge of the order to cash process.
• Experience with cloud-based solutions (e.g., Service Cloud) and ERP systems (e.g., SAP).
• Understanding of Supply Chain operations.

Nice-to-haves

• Experience with SAP (2 years preferred).

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance