About the Role We're looking for a detail-oriented Customer Service Representative to join the customer service team of a long-established US-based manufacturer of precision measurement and calibration equipment. You'll be the primary point of contact for customers, rep groups, and distributors, owning quoting and order entry from first inquiry to closed case. Everything runs end-to-end in NetSuite. You'll take an RFQ or PO from the shared case queue, enter it as a sales order, and close the case once confirmation goes out. SOPs and walkthroughs support your ramp-up, and you'll partner with outside sales and technical support to keep customers satisfied. What You'll Do Queue & Communication • Pull inquiries from the shared NetSuite case queue (first in, first out) and triage each request • Answer calls and emails promptly (order status, stock checks, pricing); resolve cases within SLA, targeting 90% of cases within one business hour Quoting & Order Entry • Process quotes, RFQs, and approvals—confirm part/pricing info, stock, and ship dates • Enter POs as NetSuite sales orders: correct customer, department, and class; check pricing against the PO before saving • Handle EDI and other electronic order formats (after ramp-up) Returns & Data • Process Return Authorizations: issue RA numbers, coordinate with warehouse/logistics, track to resolution • Follow up on back-orders, tracking, and updated pricing; keep customer data accurate in NetSuite Sales Support • Loop in outside sales, rep groups, or teammates when a case needs another set of eyes • Make outbound follow-up calls, run sales reports, and support demos, training, and trade shows as needed What We're Looking For Non-Negotiables • 3+ years of customer service experience • Strong computer, phone, and written communication skills; proficiency in MS Office • Comfortable working quickly in an ERP and CRM • Meticulous with detail and accuracy—you check work before it's saved • Self-motivated and high-energy, with an engaging manner • Confirms rather than guesses; takes ownership and learns from mistakes • High integrity; works well independently and on a team Preferred Qualifications • NetSuite experience (any module) or a similar ERP/CRM • Quoting, RFQ, or order-entry experience in distribution or manufacturing • Familiarity with EDI or electronic order formats • Comfort learning a technical product line and performing basic calculations • Prior remote work with US-based teams

Customer Service Representative

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