Sr. Customer Service
HW Staffing, Milford, MA, United States
Customer Service Overview
This exiting role is a member of the fast-paced and dynamic ERA Customer Service team. He or she will provide a high level of service to our customers and sales team by booking orders and handling a vast range of customer inquiries. Responsibilities:
Order Management & Logistics: Overseeing end-to-end order processing, including booking orders, and order tracking, pricing, and billing.
Customer Support & Escalation: Serving as the primary point of contact for complex issues, complaints, and troubleshooting customer inquiries, often involving technical product details
Process Improvement & KPIs: Monitoring order metrics (backlogs, accuracy) and partnering with management to implement corrective actions to improve efficiency.
Operational Support: Ensuring compliance and accuracy in documentation, including returns and credits
Qualifications:
Technical Proficiency: Experience with ERP/Salesforce and Microsoft Office Suite.
Analytical Ability: Experience monitoring KPIs, identifying bottlenecks, and providing process improvement recommendations.
Communication: Strong interpersonal skills to resolve complex, sensitive client issues.
Background: Prior experience in a fast-paced customer service environment, ideally in a specialized, manufacturing, or chemical industry
This exiting role is a member of the fast-paced and dynamic ERA Customer Service team. He or she will provide a high level of service to our customers and sales team by booking orders and handling a vast range of customer inquiries. Responsibilities:
Order Management & Logistics: Overseeing end-to-end order processing, including booking orders, and order tracking, pricing, and billing.
Customer Support & Escalation: Serving as the primary point of contact for complex issues, complaints, and troubleshooting customer inquiries, often involving technical product details
Process Improvement & KPIs: Monitoring order metrics (backlogs, accuracy) and partnering with management to implement corrective actions to improve efficiency.
Operational Support: Ensuring compliance and accuracy in documentation, including returns and credits
Qualifications:
Technical Proficiency: Experience with ERP/Salesforce and Microsoft Office Suite.
Analytical Ability: Experience monitoring KPIs, identifying bottlenecks, and providing process improvement recommendations.
Communication: Strong interpersonal skills to resolve complex, sensitive client issues.
Background: Prior experience in a fast-paced customer service environment, ideally in a specialized, manufacturing, or chemical industry