Customer Care Rep

Customer Care Representative

Location: Andover, MA
Schedule: Hybrid – 3 days onsite / 2 days remote

Position Overview

The Customer Care Representative plays a key role in delivering exceptional customer service while supporting the Sales team in a fast-paced manufacturing environment. This position serves as a primary point of contact for customers and internal partners, ensuring accurate order processing, clear communication, and strong relationship management. The ideal candidate is motivated, detail-oriented, and understands that every customer interaction contributes to brand reputation and revenue growth.

Key Responsibilities

• Answer incoming calls with a positive, professional, and customer-focused approach

• Provide exceptional service to both internal and external customers

• Accurately enter customer orders and proactively communicate any exceptions or issues

• Manage and update customer portals as required

• Utilize the ERP system (Sage) to:

  • Enter and manage sales orders

  • Retrieve customer history

  • Check stock availability, pricing, and order status

• Set up Return Material Authorizations (RMAs) and Bills of Lading (BOLs)

• Create custom customer documentation as needed

• Maintain strong account relationships with key customer decision-makers

• Support Sales team activities and complete additional duties as assigned

Required Qualifications

• Prior experience in a customer service–focused role

• Strong written and verbal communication skills

• Experience working with CRM and ERP systems

• High attention to detail with the ability to manage multiple priorities

Preferred Qualifications

• Experience in a manufacturing environment

• Familiarity with systems such as Salesforce, Sage, or Syspro

Education

• Degree not required

Certifications

• None required