Customer Engagement Representative

The Customer Engagement Representative supports the full customer lifecycle, including quoting, order entry, order management, billing, and issue resolution across phone, email, Salesforce, and SAP. This role combines accurate transactional work with customer ownership, professional communication, problem-solving, and de-escalation skills.

Key Responsibilities

Key Responsibilities

Customer Engagement & Support

• 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.

• Hands-on daily experience with Salesforce.com for case management and customer history.
• Hands-on experience with SAP order entry / SD processes, including order creation, ATP checks, pricing, and credit memo workflows.
• Proficient in Microsoft Office, especially Excel; Power BI or similar reporting experience is a plus.

• Consistently meets or exceeds order/quote accuracy, throughput, response-time, and service-quality targets.
• Expected to become independent in order/quote processing within 2 months and service/issue resolution within 6 months.
• Sustained performance against quality, productivity, SLA, and customer-experience metrics is expected for continued growth in the role.

• 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.
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.

This is an onsite position with a majority of time spent at a computer, handling live phone and email interactions.

Work schedule will be Monday – Friday from 10 AM – 6:30 PM EST with an earlier shift during the initial training period. Scheduling is subject to change based on business requirements.

Company Culture

Learn more about ifm

Benefits

• Top-tier medical plan with no deductible, plus voluntary dental and vision plans
• Company-paid Long-Term Disability and Short-Term Disability, and other insurances
• 401K program with 100% company match of up to 6% of pay after six months
• Eleven paid holidays per calendar year
• 15 paid vacation days and 5 days paid sick time

ifm efector, inc., headquartered in Malvern, PA, has earned the distinguished Top Employers certification for 2020 and 2021 in North America for our outstanding people practices. ifm efector is the US subsidiary of ifm electronic gmbh, a global company with over 8,700 employees in 165 countries serving 155,000 customers worldwide. Our core business is the development and production of sensors and controls for industrial automation and process applications.

"Exceptional success can only be achieved when the employees believe in the company and when they know that they are treated in a fair and honest way." -ifm philosophy

ifm is a privately-owned company whose success can be attributed to three guiding principles: Employees First, Customer Loyalty, and Safe Growth. With a supportive and collaborative culture, ifm welcomes new ideas and fosters honest communication and trust. Distinguished by their individual capabilities and contributions, every employee plays a role in the success of our business, so that we may provide innovative solutions to meet and exceed our customer’s business needs. ifm is dedicated to ensuring employees are engaged, enabled, and empowered to realize their full potential in a positive, diverse, and inclusive work environment filled with meaning and a shared sense of purpose.

“We have amazing products, but best of all we have amazing people. This is a core value of our success.” - Roger Varma, CEO, ifm efector