Customer Service Representative
Newington, NH
Full Time
Mid Level
The Customer Service Representative (CSR) provides critical customer support within the Sales & Marketing Department, acting as a key link between Wilcox and its customers. This individual must demonstrate strong written and verbal communication skills, possess a solid understanding of product information, and thrive in a fast-paced environment. A genuine commitment to helping others and delivering exceptional service is essential.
This position requires extensive hands-on collaboration with the Marketing, Production, and Quality Assurance teams, in addition to active customer relationship management, and light administrative responsibilities. The ideal candidate can effectively prioritize and manage multiple tasks while performing under pressure and maintaining a high level of professionalism, credibility, and integrity.
The Customer Service Representative supports order fulfillment, while also assisting and working with the sales team to provide direct customer support. This role involves preparing quotations using standard terms, entering sales orders into SAP, and communicating key updates and details on order statuses to dealers and customers. The CSR will coordinate with internal Wilcox departments to ensure smooth processing and delivery of orders.
Additionally, this individual will be responsible for learning export regulations and licensing processes in support of international sales, including familiarity with ITAR and Commerce Department requirements governing the export and import of Wilcox products.
The Customer Service Representative will manage assigned dealer and customer accounts, ensuring satisfaction and consistent communication. This individual will monitor dealer performance, build strong relationships to encourage new and repeat business opportunities, and become a product expert capable of assisting dealers with product functions and end-user applications.
Essential Duties & Responsibilities:
This position requires extensive hands-on collaboration with the Marketing, Production, and Quality Assurance teams, in addition to active customer relationship management, and light administrative responsibilities. The ideal candidate can effectively prioritize and manage multiple tasks while performing under pressure and maintaining a high level of professionalism, credibility, and integrity.
The Customer Service Representative supports order fulfillment, while also assisting and working with the sales team to provide direct customer support. This role involves preparing quotations using standard terms, entering sales orders into SAP, and communicating key updates and details on order statuses to dealers and customers. The CSR will coordinate with internal Wilcox departments to ensure smooth processing and delivery of orders.
Additionally, this individual will be responsible for learning export regulations and licensing processes in support of international sales, including familiarity with ITAR and Commerce Department requirements governing the export and import of Wilcox products.
The Customer Service Representative will manage assigned dealer and customer accounts, ensuring satisfaction and consistent communication. This individual will monitor dealer performance, build strong relationships to encourage new and repeat business opportunities, and become a product expert capable of assisting dealers with product functions and end-user applications.
Essential Duties & Responsibilities:
- Serve as the primary liaison between Wilcox and assigned dealer and customer accounts, ensuring timely, accurate, and professional communication, issue resolution, and order fulfillment.
- Process and manage customer orders from quotation through delivery, including data entry and tracking in SAP, creation of sales quotations, processing of shipping documentation, and coordination of order changes, adjustments, and cancellations.
- Build and maintain strong relationships with dealers, OEMs, and distributors to foster satisfaction, loyalty, and repeat business, achieving and maintaining excellent rapport and service standards.
- Provide responsive support for inquiries related to pricing, product information, technical guidance, warranty processes, and delivery timelines, collaborating closely with production, finance, and logistics teams to ensure smooth execution.
- Coordinate cross-functionally with internal departments—including Sales, Marketing, Product Line, Quality Assurance, and Finance—to manage customer requests, resolve issues, and align on delivery schedules.
- Prepare and maintain account documentation, including NDAs, dealer agreements, and performance records, ensuring compliance and proper tracking within internal systems and Excel databases.
- Act as the customer advocate internally, communicating dealer goals and expectations clearly to ensure proper representation and service alignment.
- Monitor dealer performance within assigned territories, identifying opportunities for improvement and growth.
- Manage all domestic and international accounts, ensuring adherence to company policies, export compliance standards, and delivery commitments.
- Train and operate within ITAR and EAR export compliance frameworks, assisting with documentation, licenses, and international shipment requirements.
- Participate in trade shows, marketing initiatives, and customer engagement events, representing Wilcox with professionalism and product expertise.
- Maintain up-to-date knowledge of company capabilities, products, and services to effectively communicate solutions to dealers and customers.
- Ensure timely escalation and resolution of customer issues, coordinating with management as needed to uphold service standards and client satisfaction.
- Manage multiple priorities in a fast-paced environment while maintaining accuracy, professionalism, and adherence to company values of integrity, accountability, and excellence.
Qualifications & Requirements:
Education & Experience:
Education & Experience:
- Bachelor’s degree preferred; equivalent professional experience considered.
- Minimum 2+ years of customer service, inside sales, or order management experience, preferably in a manufacturing, defense, or technical products environment.
- Strong computer skills with proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneDrive).
- Experience with ERP systems (SAP preferred) and familiarity with CRM tools.
- Working knowledge or willingness to learn ITAR/EAR export compliance regulations and licensing procedures; experience with international contracting and government procurement processes.
- Prior military experience or familiarity with the defense industry, military operations, weapon systems, or night vision technologies strongly preferred.
- Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced, dynamic environment.
- Proven success handling complex agreements, contracts, or projects with accuracy and attention to detail.
- Strong problem-solving, troubleshooting, and decision-making abilities.
- Excellent verbal and written communication skills, including the ability to convey technical information clearly.
- High level of professionalism, reliability, and customer focus.
- Strong interpersonal skills with the ability to work both independently and collaboratively across teams.
- Creative, energetic, and adaptable to changing priorities and business needs.
- Wilcox is a U.S. government defense contractor, and this position requires access to export-controlled technology. Qualified candidates must be legally authorized to access U.S. government-controlled technical data prior to beginning work.
Preferred Skills/Abilities:
- Strong data management and recordkeeping abilities
- Comfort with Excel, databases, and SAP/ERP systems
- Analytical thinking
- Excellent verbal and written communication skills; convey information clearly and build positive relationships with customers and internal teams.
- Empathetic and customer-focused mindset; handle inquiries and complaints with patience, professionalism, and care.
- Strong organizational and multitasking skills; manage multiple requests, prioritize tasks, and meet response deadlines.
- Must be able to sit, stand, walk, talk, hear; use hands and fingers to handle and touch objects, tools, or controls to work in a production environment. Vision abilities required include close vision, distance vision, color vision, and the ability to adjust focus to work. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
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