Note: The job is a remote job and is open to candidates in USA. New Iron, Inc. is seeking a Customer Service Representative to provide client support in a manufacturing call center environment. The role manages customer requests and end-to-end issue resolution, processes CRM records and sales-related documents, and collaborates with cross-functional teams to ensure seamless service delivery.
Responsibilities
- Act as the primary point of contact for all customer service requests, including service agreements, on-demand support, and labor dispatch
- Represent the client as the face of customer support in a 24/7 call center environment
- Resolve customer issues from initial contact through to completion, working closely with internal teams such as field support, logistics, order fulfillment, marketing, and sales
- Process and maintain customer requests received via email and phone calls within the CRM system
- Create and manage quotations, opportunities, sales orders, and service cases in the CRM system
- Handle customer escalations by collaborating with internal stakeholders to achieve timely resolutions
- Maintain clear, professional communication and a positive demeanor in all interactions with customers and internal teams
Skills
- Candidates must be in the Austin, TX area and able to travel to the office when needed
- The hours for this position are 10:30am-7:30pm, Monday through Friday
- Strong written and verbal communication skills
- Solid knowledge of products or services offered
- This role is primarily remote, with on-site presence in Austin required during onboarding and periodically thereafter
- Applicants must be authorized to work for any employer in the U.S
- Additional language skills are a plus for supporting multiple regions
- Familiarity with CRM systems, SAP, or supply chain processes is a plus
- Familiarity with Semiconductor Manufacturing Software or Hardware is a plus
Benefits
- This role is primarily remote, with on-site presence in Austin required during onboarding and periodically thereafter.
- Most planning, analysis, and mentoring can be conducted remotely once you are up to speed on the tools and environment.
Company Overview