Customer Engagement Representative

Brief Description The Customer Engagement Representative supports the full customer lifecycle, including quoting, order entry, order management, billing, and issue resolution across phone, email, Salesforce, and SAP. This role combines accurate transactional work with customer ownership, professional communication, problem-solving, and de-escalation skills. Brief Description The Customer Engagement Representative supports the full customer lifecycle, including quoting, order entry, order management, billing, and issue resolution across phone, email, Salesforce, and SAP. This role combines accurate transactional work with customer ownership, professional communication, problem-solving, and de-escalation skills. Job Responsibilities Customer Engagement & Support Support customers by phone and email on pricing, delivery, order status, invoicing, product availability, and account questions. Communicate clearly and professionally in both written and verbal interactions. Own customer issues from diagnosis through resolution, coordinating with internal teams as needed, and closing the loop with the customer. Handle billing discrepancies, expedited orders, return authorizations, and difficult customer interactions professionally. Identify system or process issues affecting service quality and elevate appropriately when needed. Order Fulfillment & Quote Processing Create and process quotes and orders in SAP, verifying stock, pricing, delivery dates, and missing information. Support sales with sample orders, demo orders, and special pricing setups. Systems & Data Integrity Maintain accurate customer, case, and order records in Salesforce and SAP. Navigate both systems during live customer interactions without sacrificing speed or accuracy. Flag data, pricing, or configuration issues to the appropriate owner. Process Improvement & Documentation Recommend workflow, training, or documentation improvements that save time or improve service. Identify recurring customer or process issues and share feedback that supports root‑cause resolution. Assist in creating and maintaining process documentation, templates, and team knowledge‑base content. Training & Mentorship Support new hire onboarding and ongoing training, especially on Salesforce and SAP processes. Share process knowledge and best practices with teammates as needed. Cross‑Functional Collaboration Partner with sales, finance, planning, and IT to resolve customer‑impacting issues. Contribute to team and cross‑functional process improvement discussions. Systems & Technical Requirements Hands‑on daily experience with Salesforce.com for case management and customer history. Hands‑on experience with SAP order entry / SD processes, including order creation, ATP checks, pricing, and credit memo workflows. Proficient in Microsoft Office, especially Excel; Power BI or similar reporting experience is a plus. Performance Expectations Consistently meets or exceeds order/quote accuracy, throughput, response‑time, and service‑quality targets. Expected to become independent in order/quote processing within 2 months and service/issue resolution within 6 months. Sustained performance against quality, productivity, SLA, and customer‑experience metrics is expected for continued growth in the role. Qualifications 4+ years of customer service, customer engagement, or order fulfillment experience with hands‑on ERP/CRM use. Proven ability to meet quality and production metrics in a service or order‑processing environment. Strong conflict‑resolution, judgement, ownership, and follow‑through skills. High school diploma or equivalent required; Associate's or Bachelor's degree preferred. Work Environment This is an onsite position with a majority of time spent at a computer, handling live phone and email interactions. Work schedule will be Monday – Friday from 9 AM – 6 PM MDT with an earlier shift during the initial training period. Scheduling is subject to change based on business requirements. Company Culture Learn more about ifm Benefits Top-tier medical plan with no deductible, plus voluntary dental and vision plans Company‑paid Long‑Term Disability and Short‑Term Disability, and other insurances 401K program with 100% company match of up to 6% of pay after six months Eleven paid holidays per calendar year 15 paid vacation days and 5 days paid sick time Company Description ifm efector, inc., headquartered in Malvern, PA, has earned the distinguished Top Employers certification for 2020 and 2021 in North America for our outstanding people practices. ifm efector is the US subsidiary of ifm electronic gmbh, a global company with over 8,700 employees in 165 countries serving 155,000 customers worldwide. Our core business is the development and production of sensors #J-18808-Ljbffr