Customer Service Representative

Job Description Job Description Customer Service Representative Location: Raritan, NJ (hybrid) Position Overview: The Customer Service Representative is responsible for creating, entering, and managing complex customer orders through various channels, including phone, fax, and electronic means. This role requires effective inquiry and service complaint management to ensure a seamless resolution process for customers. The specialist will work in compliance with department SOPs and SOX, ensuring high standards of quality and accountability. Key Responsibilities: Order Management: Create, enter, and manage complex customer orders from internal and external customers. Process basic warranty tasks and support sales solicitation processes by providing price information and quotes on an exception basis. Inquiry and Complaint Management: Handle complex (Level 1 or 2) inquiries and service complaints, achieving a closed-loop resolution process that minimizes customer callbacks. Assign and/or serve as “Case Owner” for escalated issues and service requests, communicating updates to relevant parties. Follow-Up and Escalation: Follow up on open inquiries and escalate unresolved calls to appropriate subject matter experts as per SOP. Ensure completion of inquiries and service requests to maintain closed-loop process standards. Reporting and Notifications: Review order error and order hold reports, taking necessary actions as instructed by SOP. Notify appropriate parties (e.g., CSRs, customers, franchises) of process updates, inquiry changes, or service requests. Returns and Recall Activities: Support and initiate the returns process, including issuing RGAs for unidentified returns and following up on open returns. Conduct recall activities as required and update customer information in the order management system. Process Improvement: Initiate and implement process improvements and projects to enhance operational efficiency. Conduct User Acceptance Testing (UAT) as needed. Collaboration and Communication: Communicate cross-functionally to investigate, research, and resolve exceptions and adjustments promptly and accurately. Develop and maintain effective business partnerships, creating a trusting and collaborative work environment. Minimum Qualifications: Education: Required: High School Diploma or equivalent. Preferred: 2-Year Degree in Medical, Technical, or Business Focus. Experience: 1-3 years of relevant experience in customer service, order management, or a related field. Skills Required: Knowledge of current ERP systems such as SAP and JDE. Proficiency in Microsoft Office Suite. Strong organizational, verbal, and written communication skills. Ability to influence without direct reporting responsibility. Excellent problem-solving and analytical thinking capabilities. Experience managing competing priorities and deadlines in a real-time environment. A mindset for continuous process improvement. Proven leadership skills and the ability to develop and maintain effective business partnerships. Adaptability to specialized software and customized programs to meet business needs. Commitment to maintaining the highest standards of quality, compliance, and accountability. Personal Attributes: Ability to create a trusting, collaborative, and ethical work environment. Strong sense of responsibility and ownership over assigned tasks and outcomes. About Kelly Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year. Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Acerca de kelly El trabajo lo cambia todo. Y en Kelly, estamos obsesionados con dónde te puede llevar. Para nosotros, se trata de algo más que simplemente aceptar su próxima oportunidad laboral. Es el combustible que impulsa cada próximo paso de tu vida. Es el efecto dominó que cambia y mejora todo para su familia, su comunidad y el mundo. Es por eso que, aquí en Kelly, estamos dedicados a brindarle oportunidades ilimitadas para enriquecer su vida; solo pregúntele a las 300,000 personas que empleamos cada año. Kelly Services se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo y acción afirmativa. Damos la bienvenida, valoramos y aceptamos la diversidad en todos los niveles y estamos comprometidos a construir un equipo que incluya una variedad de orígenes, comunidades, perspectivas y habilidades. En Kelly, creemos que cuanto más inclusivos seamos, mejores servicios podemos brindar. Las solicitudes de adaptaciones relacionadas con nuestro proceso de solicitud pueden dirigirse al Centro de conocimiento de recursos humanos de Kelly. Kelly cumple con los requisitos de las leyes locales y estatales de Oportunidad Justa de California. Una condena no excluye automáticamente a las personas del empleo. Company Description We connect people to work in ways that enrich their lives! Company Description We connect people to work in ways that enrich their lives!

Location: Somerville, New Jersey, US

Posted Date: 7/22/2025