Sr. Customer Service Representative

2 weeks ago


Livermore, United States Robert Half Full time
Job DescriptionJob Description

Robert Half's client is seeking a Customer Service Representative to join their team in Livermore, California. This role offers a contract to hire employment opportunity where you will be primarily responsible for managing customer service operations and ensuring customer satisfaction. You will be interacting with both end-users and distribution partners, processing customer orders, and maintaining regular communication with various departments.


In this Customer Service role, you will be responsible for the following:


• Direct general customer service- for both end-users and distribution partners via phone and email.

• Respond to Sales inquiries, expectations, and delivery management.

• Prepare quotes in Epicor and submit them directly to the customer or as directed by sales.

• Process customer Purchase Orders in Epicor upon receipt from customer (email or customer web portal) or when forwarded from sales.

o Convert existing quotes in Epicor.

o Identify account based, or transaction based special instructions.

o Alert sales when customer need by dates or on the PO are not achievable prior to finalizing Sales Order.

o Audit Sales Order for accuracy – ship to address, need by dates, order price, customer part number, and quantity.

o Acknowledge directly to the customer that their purchase order has been processed and our commit/promise dates. If commit date is not yet available, confirm and update when it becomes available.

• Order Management- utilize Production Report, Epicor, and order status tools to:

o Monitor orders daily for on-time ship date or promised delivery. Raise any issues to the corresponding DSM.

o Communicate with DSM daily to understand priority and manage customer ship/need by dates.

• Daily interaction with other support departments, including Finance, Sales, Purchasing, Engineering and Product Management.

• Return Management Duties.

o Create and send out return documents to customers as needed.

o Track returns through the complete process and ensure credit memos are sent to customers.

• Awareness and adherence to all documented sales operations processes.

• Open corrective action cases in Epicor on every opportunity for process improvement.

• Performs other related duties as assigned by management.


Epicor, Microsoft Office, PowerBI and web-based portals.


If you are interested in this Customer Service position, submit your resume ASAP

• Applicant must have a minimum of one year of experience in a customer service role

• Proficiency in computer programs is essential

• Experience with CRM and data processing is required

• Knowledge of ERP - Enterprise Resource Planning is desirable

• Experience in answering inbound calls and handling billing functions is required

• Experience in claim administration and using Epicor is beneficial

• Ability to process returns and track inventory is necessary

• Experience in order management and handling customer shipments is required

• Excellent customer service skills are a must

• Proficiency in email communications is needed

• Experience in providing price quotes and other quotes to customers



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