Customer Engagement Representative

Customer Engagement Representative

Position Title: Customer Engagement Representative

Job Responsibilities: 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 escalate appropriately when needed. 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. 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. 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. Support new hire onboarding and ongoing training, especially on Salesforce and SAP processes. Share process knowledge and best practices with teammates as needed. Partner with sales, finance, planning, and IT to resolve customer-impacting issues. Contribute to team and cross-functional process improvement discussions. Maintain hands-on daily experience with Salesforce.com for case management and customer history. Maintain hands-on experience with SAP order entry / SD processes, including order creation, ATP checks, pricing, and credit memo workflows. Consistently meet or exceed order/quote accuracy, throughput, response-time, and service-quality targets. Become independent in order/quote processing within 2 months and service/issue resolution within 6 months.

Job 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, judgment, ownership, and follow-through skills. Proficient in Microsoft Office, especially Excel; Power BI or similar reporting experience is a plus. High school diploma or equivalent required; Associate's or Bachelor's degree preferred.

Direct Hire Location: Malvern, PA Pay Rate Range: $25/hr

About Protingent: Protingent is an Award-Winning provider of top-tier Engineering and IT talent, trusted by companies at the forefront of innovation — from Software and Aerospace to AI, Clean Tech, Medical Devices, and Connected Technologies. We're passionate about making a positive impact by connecting exceptional talent with meaningful opportunities and helping our clients build the future.