Position Title: Associate Customer Service Representative
Location: Wilmington, Delaware
Pay Range: 21/HR-23/HR
We are seeking a Domestic Customer Service Representative to support order management, customer satisfaction, and continuous process improvement initiatives. This role is ideal for a customer-focused professional with SAP experience and a strong background in order processing, invoicing, and cross-functional collaboration. The successful candidate will work closely with internal stakeholders and customers to ensure efficient order fulfillment while maintaining high-quality service standards.

 

Position Overview

As a Domestic Customer Service Representative, you will serve as a key liaison between customers and internal business teams, helping drive functional excellence across customer service operations. You will manage customer orders, resolve issues, support continuous improvement initiatives, and ensure compliance with quality and internal control requirements.
This position provides the opportunity to build expertise across multiple business functions and systems, including SAP, Salesforce, and SharePoint.

Key Responsibilities

• Manage domestic customer orders from entry through fulfillment and invoicing
• Respond to customer inquiries and provide timely issue resolution
• Monitor sales orders and ensure accurate order processing
• Resolve disputes and issue credit/debit memos when appropriate
• Process samples, rebates, and other customer-related transactions
• Collaborate with Supply Chain, Manufacturing, Sales, Marketing, Finance, Transportation, and Warehouse teams
• Utilize SAP-R3 and other business systems to manage customer activity
• Support continuous improvement initiatives through best practices, training, and auditing activities
• Maintain compliance with quality standards and Sarbanes-Oxley (SOX 404) requirements
• Identify operational improvement opportunities and help implement process enhancements

Required Qualifications

• College degree required
• Previous customer service experience in a business environment (beyond retail and call center-only experience)
• Experience with SAP-R3 or a comparable ERP system
• Minimum 6 months to 1 year of SAP experience, including:
  • Order entry
  • Creating deliveries
  • Invoicing
• Strong communication and interpersonal skills
• Experience collaborating across multiple functional teams
• Intermediate to advanced Microsoft Office proficiency, including:
  • Excel
  • Word
  • PowerPoint
• Strong organizational, multitasking, and project management skills
• Ability to thrive in a fast-paced, dynamic team environment
• Demonstrated adaptability and change management capabilities

Preferred Qualifications

• Bachelor's degree
• Knowledge of Sales-to-Cash (STC) and Requisition-to-Pay (RTP) processes
• Salesforce.com experience
• SharePoint experience
• Knowledge of inventory management best practices
• Experience supporting quality systems and continuous improvement initiatives

Success Factors

• Customer-first mindset
• Strong attention to detail and follow-through
• Ability to manage multiple priorities effectively
• Process improvement orientation
• Professionalism and maturity when working with customers and business partners
• Ability to build strong relationships across departments and with external stakeholders