Customer Engagement Representative

Piper Companies is seeking a Customer Engagement Representative to join a leading global industrial automation company on site in Malvern, PA . The Customer Engagement Representative will support the full customer lifecycle, including quoting, order entry, order management, billing, customer service, and issue resolution while utilizing Salesforce and SAP .

Responsibilities for the Customer Engagement Representative include:

• Support customers by phone and email regarding pricing, delivery, order status, invoicing, product availability, and account-related questions.
• Own customer issues from initial diagnosis through resolution, coordinating with sales, finance, planning, IT, and other internal teams as needed.
• Create and process quotes and orders in SAP , verifying inventory, pricing, delivery dates, and required information.
• Handle billing discrepancies, expedited orders, return authorizations, special pricing, sample orders, and difficult customer interactions professionally.
• Maintain accurate customer, case, quote, and order records in Salesforce and SAP , including order entry, ATP checks, pricing, and credit memo workflows.
• Identify recurring customer or process issues and recommend workflow, documentation, training, or process improvements.
• Assist with new hire onboarding and provide training and best practices related to Salesforce and SAP processes.
• Consistently meet established quality, productivity, response-time, SLA, order accuracy, and customer-service metrics.

Qualifications for the Customer Engagement Representative include:

• 4+ years of customer service, customer engagement, order fulfillment, or order processing experience.
• Hands-on experience using an ERP and CRM , preferably SAP and Salesforce .
• Experience with SAP order entry / SD processes , including order creation, ATP checks, pricing, and credit memo workflows.
• Strong written and verbal communication skills with the ability to handle customer issues and difficult interactions professionally.
• Proven ability to meet quality, productivity, and service-level metrics in a customer-facing or transactional environment.
• Strong problem-solving, judgment, ownership, conflict-resolution, and follow-through skills.
• Proficiency in Microsoft Office, particularly Excel ; Power BI or similar reporting experience is preferred.
• High School Diploma or GED required; Associate's or Bachelor's degree preferred.

Compensation for the Customer Engagement Representative includes:

Salary Range: $25/hour

Comprehensive Benefits: Medical, Dental, Vision, 401K with company match, PTO, Sick Leave, Long-Term Disability, Short-Term Disability, and Paid Holidays.

Schedule: Monday - Friday, 10:00 AM - 6:30 PM EST . An earlier schedule will be required during the initial training period.

This job opens for applications on 9/3/26. Applications for this job will be accepted for at least 30 days from the posting date.

Keywords:

Customer Service, Customer Engagement, Customer Support, Order Management, Order Fulfillment, Order Entry, Quoting, Quote Processing, Salesforce, Salesforce.com, SAP, SAP SD, ERP, CRM, ATP, Available-to-Promise, Pricing, Billing, Invoicing, Credit Memos, Return Authorizations, Account Management, Issue Resolution, Conflict Resolution, Customer Relations, Data Integrity, Process Improvement, Cross-Functional Collaboration, Excel, Microsoft Office, Power BI, SLA, Customer Experience, Inside Sales, Sales Support, Order Processing.