Customer Service Representative II
Excelitas Technologies Corp., Billerica, MA, United States
Position Summary
The Customer Support Representative is a key member of the organization, serving as a primary interface between Excelitas and its prospects and customers. This role owns customer inquiries from pre‑sale through post‑sale, driving issues to resolution while meeting or exceeding customer expectations. The position plays a critical role in supporting Excelitas' goal of being our customers' Partner of Choice.
Key Responsibilities Customer Inquiries & Quotations
Respond to customer and prospective customer inquiries by providing company and product information
Prepare and issue quotations for standard commercial products in accordance with company policy
Communicate pricing and delivery via phone, email, and other approved channels
Order Management
Receive, review, and enter sales orders into the ERP system
Onboard new customers, including contact, billing, and shipping information
Coordinate with Sales and Manufacturing Operations on production and delivery schedules
Proactively communicate risks or concerns impacting delivery
Maintain accurate customer files, including orders, quotations, invoices, and related documentation
Coordinate product returns with cross‑functional teams
Track RMA status and communicate updates to customers
Support repair quotations for out‑of‑warranty products
Samples & Loaners
Coordinate sample and loaner requests with Sales and Application Engineering
Maintain related records and requirements in Salesforce.com
Support assigned Business Development Managers (BDMs)
Provide open order reports and participate in customer or internal calls as needed
Assist with resolution of sales‑related issues
Financial & Cash Flow Support
Assist Finance with collections for Cash‑in‑Advance accounts
Receive and reconcile Letters of Credit as required
Ensure orders are processed accurately while maintaining strong financial controls
Compliance & Reporting
Support adherence to ISO 9000 standards and internal control programs
Assist with Export Management System (EMS), Internal Control Program (ICP), and Import Management System (IMS) requirements
Prepare reports including sales orders, backlog, late shipments, RMAs, and bookings
Export / Import Compliance
Support tactical export and import compliance requirements
Obtain required export licenses prior to shipment
Collect and manage required certifications (e.g., Ultimate Export Consignee, End User, or End Use Statements)
Process Improvement & Documentation
Maintain records in accordance with company retention policies
Participate in continuous improvement initiatives within customer support processes
Qualifications & Critical Success Factors Education & Experience
High school diploma or equivalent required; Bachelor's degree preferred
4+ years of experience supporting administrative or customer‑facing processes in a manufacturing environment
Experience working directly with customers in a professional support capacity
Proficiency with Microsoft Office and ERP systems (SAP / Microsoft Dynamics)
Strong written and verbal communication skills
Proven ability to build effective relationships with customers and internal partners
Ability to prioritize and manage multiple demands in a fast‑paced environment
Demonstrated attention to detail and commitment to high‑quality execution
Results‑oriented mindset with a proactive, solution‑focused approach
Continuous improvement mindset and adaptability to change
Compensation
Salary Range: $62,000 - 79,000 DOE
This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR)
Visa sponsorship is not available for any position at Excelitas
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Key Responsibilities Customer Inquiries & Quotations
Respond to customer and prospective customer inquiries by providing company and product information
Prepare and issue quotations for standard commercial products in accordance with company policy
Communicate pricing and delivery via phone, email, and other approved channels
Order Management
Receive, review, and enter sales orders into the ERP system
Onboard new customers, including contact, billing, and shipping information
Coordinate with Sales and Manufacturing Operations on production and delivery schedules
Proactively communicate risks or concerns impacting delivery
Maintain accurate customer files, including orders, quotations, invoices, and related documentation
Coordinate product returns with cross‑functional teams
Track RMA status and communicate updates to customers
Support repair quotations for out‑of‑warranty products
Samples & Loaners
Coordinate sample and loaner requests with Sales and Application Engineering
Maintain related records and requirements in Salesforce.com
Support assigned Business Development Managers (BDMs)
Provide open order reports and participate in customer or internal calls as needed
Assist with resolution of sales‑related issues
Financial & Cash Flow Support
Assist Finance with collections for Cash‑in‑Advance accounts
Receive and reconcile Letters of Credit as required
Ensure orders are processed accurately while maintaining strong financial controls
Compliance & Reporting
Support adherence to ISO 9000 standards and internal control programs
Assist with Export Management System (EMS), Internal Control Program (ICP), and Import Management System (IMS) requirements
Prepare reports including sales orders, backlog, late shipments, RMAs, and bookings
Export / Import Compliance
Support tactical export and import compliance requirements
Obtain required export licenses prior to shipment
Collect and manage required certifications (e.g., Ultimate Export Consignee, End User, or End Use Statements)
Process Improvement & Documentation
Maintain records in accordance with company retention policies
Participate in continuous improvement initiatives within customer support processes
Qualifications & Critical Success Factors Education & Experience
High school diploma or equivalent required; Bachelor's degree preferred
4+ years of experience supporting administrative or customer‑facing processes in a manufacturing environment
Experience working directly with customers in a professional support capacity
Proficiency with Microsoft Office and ERP systems (SAP / Microsoft Dynamics)
Strong written and verbal communication skills
Proven ability to build effective relationships with customers and internal partners
Ability to prioritize and manage multiple demands in a fast‑paced environment
Demonstrated attention to detail and commitment to high‑quality execution
Results‑oriented mindset with a proactive, solution‑focused approach
Continuous improvement mindset and adaptability to change
Compensation
Salary Range: $62,000 - 79,000 DOE
This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR)
Visa sponsorship is not available for any position at Excelitas
#J-18808-Ljbffr