Customer Service Representative
Halma p.l.c, Phila, PA, United States
Job Description
Function: Customer Service & Contact Center Operations
Job Type: Regular / Permanent
Role Type: Full time
Responsibilities
Serve as a primary point of contact for customer inquiries via phone, email, chat, customer portals, and ticketing systems
Handle high‑volume inbound phone calls with professionalism and efficiency
Enter, maintain, and manage accurate order information, including pricing, shipping details, delivery timelines, and carrier requirements
Maintain accurate and up‑to‑date customer records in CRM and ERP systems
Document, investigate, and resolve customer issues; elevate complex concerns when appropriate
Provide product and service information, including pricing, returns, repair authorizations, and replacement options
Process payments for prepay or auto‑run accounts as required
Support Sales Partners with customer requests, quotes, and product information
Coordinate with internal teams (Sales, Purchasing, Logistics, Warehouse) to ensure timely order fulfillment and issue resolution
Follow up with customers to confirm resolution and satisfaction
Meet established service‑level expectations for response time, accuracy, and call handling
Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements
Perform additional customer service or administrative tasks as needed
About You Required Qualifications
High school diploma or equivalent; associate or bachelor’s degree preferred (equivalent experience considered)
Minimum two years of customer service experience in a high‑volume environment
Minimum two years of order‑entry or administrative experience
Proficiency with Microsoft 365 (Outlook, Excel, Word)
Experience working with CRM and/or ERP systems
Strong verbal and written communication skills
Ability to manage multiple priorities while maintaining accuracy and attention to detail
Demonstrated problem‑solving skills, active listening, and ability to de‑escalate challenging situations
Comfortable working with both domestic and international customers
Team‑oriented mindset with the ability to collaborate across departments
Preferred Qualifications
Experience in B2B customer service, manufacturing, or distribution environments
Familiarity with CRM or ERP platforms such as Epicor or similar systems
Knowledge of shipping logistics, freight carriers, or international order processes
Experience with ticketing systems or multichannel customer support tools
Understanding of data privacy, documentation, and record‑keeping best practices
What We Offer You
Competitive total rewards package, including salary, bonus potential, retirement savings, and benefits
Collaborative work environment within Keeler and Halma Group
Career development opportunities within Keeler and Halma Group
*** Individual will be required to be in office, 5 days/week during the training period. ***
Location of the role is Malvern based, with working from home/travelling hybrid model.
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Job Type: Regular / Permanent
Role Type: Full time
Responsibilities
Serve as a primary point of contact for customer inquiries via phone, email, chat, customer portals, and ticketing systems
Handle high‑volume inbound phone calls with professionalism and efficiency
Enter, maintain, and manage accurate order information, including pricing, shipping details, delivery timelines, and carrier requirements
Maintain accurate and up‑to‑date customer records in CRM and ERP systems
Document, investigate, and resolve customer issues; elevate complex concerns when appropriate
Provide product and service information, including pricing, returns, repair authorizations, and replacement options
Process payments for prepay or auto‑run accounts as required
Support Sales Partners with customer requests, quotes, and product information
Coordinate with internal teams (Sales, Purchasing, Logistics, Warehouse) to ensure timely order fulfillment and issue resolution
Follow up with customers to confirm resolution and satisfaction
Meet established service‑level expectations for response time, accuracy, and call handling
Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements
Perform additional customer service or administrative tasks as needed
About You Required Qualifications
High school diploma or equivalent; associate or bachelor’s degree preferred (equivalent experience considered)
Minimum two years of customer service experience in a high‑volume environment
Minimum two years of order‑entry or administrative experience
Proficiency with Microsoft 365 (Outlook, Excel, Word)
Experience working with CRM and/or ERP systems
Strong verbal and written communication skills
Ability to manage multiple priorities while maintaining accuracy and attention to detail
Demonstrated problem‑solving skills, active listening, and ability to de‑escalate challenging situations
Comfortable working with both domestic and international customers
Team‑oriented mindset with the ability to collaborate across departments
Preferred Qualifications
Experience in B2B customer service, manufacturing, or distribution environments
Familiarity with CRM or ERP platforms such as Epicor or similar systems
Knowledge of shipping logistics, freight carriers, or international order processes
Experience with ticketing systems or multichannel customer support tools
Understanding of data privacy, documentation, and record‑keeping best practices
What We Offer You
Competitive total rewards package, including salary, bonus potential, retirement savings, and benefits
Collaborative work environment within Keeler and Halma Group
Career development opportunities within Keeler and Halma Group
*** Individual will be required to be in office, 5 days/week during the training period. ***
Location of the role is Malvern based, with working from home/travelling hybrid model.
#J-18808-Ljbffr