Customer Service Agent

Description Position: Customer Service Agent Location: Rochester, NY or Painted Post, NY Employment Type: Full time Compensation: 22.00 – 32.00/hr. Education: 2-year degree in business administration or related field is preferred; HSD/GED is required Experience: 3+ years of experience in a manufacturing, service delivery, or customer-focused operations environment. Proficient in MS Office and ERP/CRM platforms. Strong organizational skills with sharp attention to detail. Ability to manage multiple deadlines in a fast-paced environment. About This Opportunity: The Customer Service Agent plays a key role in supporting Adaptec Solutions’ customers, sales teams, and operations by ensuring accurate order processing, timely communication, and a consistently elevated level of service. This position sits at the center of multiple workflows and is essential to delivering strong customer experience across spare parts, service parts, and Core Ops. This is a high-volume, detail-driven role where accuracy, follow-through, and professionalism matter. You will join a team where your experience will help shape best practices, improve efficiency, and elevate how the customer service function operates across the organization. Requirements What You will Do: Process customer orders accurately and completely, ensuring all documentation and confirmations meet internal standards Prepare and deliver quotes for spare parts, service parts, and Core Ops Track quote aging and conduct follow-ups to drive conversion Manage order intake, entry, and status updates within ERP/CRM systems, including drop-ship coordination and ETA tracking Proactively communicate order status, delays, and changes to customers Support up to four sales representatives across multiple business segments Respond to customer inquiries regarding orders, pricing, availability, and lead times Coordinate with operations, procurement, logistics, service, engineering, and sales to ensure timely fulfillment Maintain accurate records of customer interactions, quotes, and orders Monitor trends in customer inquiries and identify opportunities to improve accuracy, efficiency, and communication Manage shared incoming orders inbox and provide administrative order support across business lines Provide general telephone support and call routing What You Bring: 3+ years of experience in manufacturing, service delivery, or customer-focused operations environment Associate’s degree in business administration or a related field, preferred; HSD/GED required Proficient in MS Office and ERP/CRM platforms Strong organizational skills with sharp attention to detail Ability to build and maintain strong relationships with stakeholders, ensuring consistency and clear communication. Ability to manage multiple deadlines and shifting priorities in a fast-paced environment Strong interpersonal and communication skills Comfortable supporting multiple stakeholders with varying priorities Key Performance Indicators (KPIs): Quote accuracy percentage Quote turnaround time Customer Satisfaction (CSAT) Order close-out accuracy and timeliness On-time delivery (OTD) Aged quotes (over 48 hours) In compliance with pay transparency requirements, the wage range for this role is $22.00 – $32.00/hr. The rate range provided is a general guideline. When extending an offer, Adaptec Solutions considers factors including but not limited to experience and geographic location. Adaptec Solutions also offers a variety of benefits including generous paid time off (PTO), 11 paid company holidays including your birthday, generous health plans, dental and vision insurance, HSA/FSA accounts, generous 401(k) match and immediate vesting, short-term/long term disability coverage and basic life/AD&D insurance and education assistance. Adaptec Solutions, LLC is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state, or local law. #J-18808-Ljbffr Adaptec Solutions LLC