CUSTOMER SERVICE REPRESENTATIVE

Process Insights Inc•Houston, TX

14h•Onsite

About The Position

This role serves as the primary point of contact for customer inquiries, handling a variety of tasks related to order processing, customer support, and administrative assistance. The representative will manage inbound communications, process orders and requests accurately, monitor order statuses, and collaborate with various internal teams to ensure customer satisfaction and operational efficiency. A key aspect of this role involves maintaining accurate customer records and contributing to continuous improvement initiatives within the customer service department. The position also emphasizes adherence to company values, safety protocols, and professional development.

Requirements

High school diploma or equivalent required
1–2 years of experience in customer service, order management, or an administrative support role
Proficiency with ERP systems (Epicor Kinetic preferred) for order entry, RMA processing, and account management.
Strong written and verbal communication skills; professional, patient, and composed in all customer interactions.
Strong organizational skills with the ability to manage multiple open requests simultaneously and follow through to resolution.
Familiarity with CRM platforms (Salesforce preferred) for customer record management and interaction logging.
Proficient with Microsoft Office Suite, particularly Outlook and Excel.
Ability to work independently and collaboratively in a fast-paced environment.
Must be able to work unsupervised and follow through on commitments with team and management.

Nice To Haves

associate’s degree or higher in Business or a related field preferred.
experience in a technical, scientific, or industrial products environment is a plus.
Basic familiarity with analytical instrumentation, process measurement, or related technical products is a plus.

Responsibilities

Serve as the first point of contact for inbound customer inquiries via phone, email, and web channels; respond promptly and professionally to questions regarding order status, product availability, pricing, lead times, and service requests.
Process customer orders, quotes, and return requests accurately in Epicor; confirm order details with customers and ensure all transactions are complete and correctly documented.
Monitor open orders and proactively communicate status updates, delays, and resolution timelines to customers and internal stakeholders.
Process RMA requests for repairs and returns; coordinate with the service team and logistics to provide customers with timely status updates and estimated return timelines.
Escalate product, technical, and application inquiries beyond the scope of customer service to the appropriate internal teams, including Technical Support, Field Service, or Sales.
Maintain accurate customer account records, contact information, and interaction history in Epicor and the CRM system.
Collaborate with Finance to resolve invoicing questions, billing discrepancies, and credit hold issues in a timely and professional manner.
Support the Sales and Service teams with administrative tasks including order confirmations, shipping notifications, and customer correspondence.
Identify recurring customer issues or process gaps and communicate feedback to the Service Manager to support continuous improvement.
Apply PI core values to all tasks and responsibilities: operational excellence, communication, service-mindedness, innovation, integrity, and collaboration.
Ensure a safe working environment by adhering to all safety protocols and procedures, actively identifying potential hazards, and promoting a culture of safety among the team.
Develop personal skills and capability through ongoing training as provided by the Company or elsewhere subject to Company approval.
Apply equal amounts of skill and dedication to all other duties as assigned.