Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join our team in Billerica, Massachusetts in an onsite contract-to-permanent role. This position supports service and sales operations by handling customer inquiries, coordinating administrative tasks, and keeping quote and order information accurate across multiple systems. The ideal candidate is comfortable in a fast-moving environment, can manage several priorities at once, and is eager to learn new processes with limited supervision.

Responsibilities:
• Support back-office service and sales activities by preparing and updating quotations for service work, depot requests, and customer orders.
• Monitor open quotes and inquiries, follow up with customers or internal teams as needed, and close completed or expired records accurately.
• Process customer and sales team requests, including order status updates, delivery information, tracking details, and general account support.
• Enter and maintain information across Excel and internal customer management systems, ensuring data is routed to the correct teams and kept up to date.
• Assist with return authorization activities by reviewing open cases, coordinating shipment-related steps, and resolving outdated records.
• Respond to inbound customer contacts professionally while also supporting outbound follow-up related to quotes, service inquiries, and open opportunities.
• Help the team stay organized by taking on clerical and administrative work that supports day-to-day operations in a high-volume setting.• Previous experience in customer service, call center support, retail service, or a similar fast-paced customer-facing environment.
• Ability to manage multiple tasks at the same time and adjust quickly as priorities shift throughout the day.
• Working knowledge of Microsoft Excel for tracking and reviewing information; advanced formulas are not required, but the ability to navigate spreadsheets is important.
• Comfortable learning and using several systems and tools to locate, update, and share accurate information.
• Strong communication skills with the confidence to ask questions, seek clarification, and collaborate with team members.
• Experience handling inbound and outbound customer communication, order entry, or order status support is preferred.
• Dependable, adaptable, and motivated to grow in a role that requires initiative and a team-oriented mindset.