Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support a busy customer operations team. This long-term contract position is ideal for someone who enjoys managing customer needs, coordinating order activity, and delivering responsive service in a fast-moving environment. The person in this role will act as a key point of contact for customers and internal partners, helping ensure orders move efficiently from request through resolution while maintaining accuracy and compliance.

Responsibilities:
• Serve as a primary contact for customers and internal teams, providing timely updates and attentive support across the full order lifecycle.
• Enter and manage orders for products, software, and project-related requests with a high level of accuracy while following established booking and documentation standards.
• Track open, delayed, and held orders, address exceptions proactively, and coordinate next steps to keep commitments on schedule.
• Handle customer concerns from initial intake through resolution, investigating underlying issues and driving effective outcomes.
• Research problems related to shipping, invoicing, production, and scheduling, then work with the appropriate teams to remove barriers and restore progress.
• Review customer agreements and commercial terms to confirm order handling aligns with contractual obligations and internal compliance requirements.
• Maintain regular communication with customers who have staged releases, blanket purchase orders, or orders requiring follow-up to ensure expectations remain clear.
• Partner closely with cross-functional groups involved in the quote-to-cash process to balance service quality, operational needs, and business priorities.
• Contribute ideas that improve workflow efficiency, reduce repeat issues, and strengthen the overall customer experience.• Associate’s degree or comparable relevant experience required; a bachelor’s degree is preferred.
• 3–5 years of customer service experience, ideally in a high-volume setting such as manufacturing, healthcare, life sciences, or a related industry.
• Demonstrated ability to manage order entry and customer support activities with strong attention to detail and accuracy.
• Clear verbal and written communication skills with the ability to interact professionally with customers and internal stakeholders.
• Strong organizational skills and the ability to handle multiple priorities effectively with limited supervision.
• Experience using ERP or order management systems, with Oracle knowledge preferred, along with proficiency in Microsoft Office applications.
• Solid problem-solving skills, sound judgment, and a collaborative approach to working across teams.
• Background in inbound and outbound customer communication, including call center or phone-based support, is highly valued.