Job Description

Customer Service Representative
Chelmsford, MA


  • Coordinates information on requests for quotations, orders and lead times from internal (HITEC Engineers, production personnel) and external customers. Relays pertinent information.
  • Coordinates with other departments in handling purchase orders and providing service to customers.
  • Achieves and maintains rapport with customers and works towards giving best possible customer service.
  • Uses Syteline Manufacturing ERP System (including CRM) to record and retrieve customer information, stock status, purchase order status, enter and make changes on customer sales orders, performs daily invoice run, prints daily pack slips and coordinates shipment method and necessary paperwork for each customer order.
  • Administers quotations, sales order requests set up by engineers.
  • Ensures that correct information is used for retrieving and inputting information into ERP System.
  • Acknowledges purchase orders and order information to customers.
  • Performs follow ups on quotations, customer inquiries and shipments. Tracks all follow ups on spreadsheets and in customer relationship database as needed.
  • Handles needs of Sales representatives (information requests, bookings and sales reports, literature requests).
  • Checks with Accounting Department concerning credit status and assists with credit issues as needed.
  • Relays delivery status and coordinates shipment information, maintains on time delivery status in Syteline ERP System.
  • Assigns RMA numbers for returns and administers appropriate paperwork and information.
  • Greets and assists visitors.  Route incoming mail.  Screen and direct incoming calls.
  • Additional administrative duties as required.


  • High school diploma or general education degree (GED); or one-year related experience and/or training; or equivalent combination of education and experience.
  • Manufacturing background
  • Experience with ERP systems

Application Instructions

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