Customer Engagement Representative

Position Title: Customer Engagement Representative

Position Description: Protingent Staffing has an exciting Direct Hire opportunity located in Malvern, PA

Job Responsibilities:

• Support customers by phone and email on pricing, delivery, order status, invoicing, product availability, and account questions
• Communicate clearly and professionally in both written and verbal interactions
• Own customer issues from diagnosis through resolution, coordinating with internal teams as needed, and closing the loop with the customer
• Handle billing discrepancies, expedited orders, return authorizations, and difficult customer interactions professionally
• Identify system or process issues affecting service quality and escalate appropriately when needed
• Create and process quotes and orders in SAP, verifying stock, pricing, delivery dates, and missing information
• Support sales with sample orders, demo orders, and special pricing setups
• Maintain accurate customer, case, and order records in Salesforce and SAP
• Navigate both systems during live customer interactions without sacrificing speed or accuracy
• Flag data, pricing, or configuration issues to the appropriate owner
• Recommend workflow, training, or documentation improvements that save time or improve service
• Identify recurring customer or process issues and share feedback that supports root-cause resolution
• Assist in creating and maintaining process documentation, templates, and team knowledge-base content
• Support new hire onboarding and ongoing training, especially on Salesforce and SAP processes
• Share process knowledge and best practices with teammates as needed
• Partner with sales, finance, planning, and IT to resolve customer-impacting issues
• Contribute to team and cross-functional process improvement discussions
• Maintain hands-on daily experience with Salesforce.com for case management and customer history
• Maintain hands-on experience with SAP order entry / SD processes, including order creation, ATP checks, pricing, and credit memo workflows
• Consistently meet or exceed order/quote accuracy, throughput, response-time, and service-quality targets
• Become independent in order/quote processing within 2 months and service/issue resolution within 6 months

Job Qualifications:

• 4+ years of customer service, customer engagement, or order fulfillment experience with hands-on ERP/CRM use
• Proven ability to meet quality and production metrics in a service or order-processing environment
• Strong conflict-resolution, judgment, ownership, and follow-through skills
• Proficient in Microsoft Office, especially Excel; Power BI or similar reporting experience is a plus
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred

Job Details:

• Job Type: Direct Hire
• Location: Malvern, PA
• Pay Rate Range: $20-$25/hr.

About Protingent: Protingent is an Award-Winning provider of top-tier Engineering and IT talent, trusted by companies at the forefront of innovation — from Software and Aerospace to AI, Clean Tech, Medical Devices, and Connected Technologies. We're passionate about making a positive impact by connecting exceptional talent with meaningful opportunities and helping our clients build the future.