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Senior Customer Service Representative
$56,300–$82,610 year
On-site · Niskayuna, New York, United States
Job Summary
Senior-level on-site Customer Service Representative role focused on Order-to-Cash processes and cross-functional collaboration. Drives customer satisfaction by managing claims, credit/debit notes, returns, and proactive communications with Sales, Logistics, Finance, Product Stewardship, Trade Compliance, and Quality. Acts as primary contact for inquiries related to claim management and service, analyzes SAP data to monitor open claims, and provides backup support for other account specialists. Requires five days on-site per week; responsibilities include processing O2C activities across contract types and customer profiles, handling non-conformance claims, and facilitating cross-department collaboration to optimize service delivery. Highlights include SAP/SD familiarity, multi-stakeholder coordination, and a focus on maintaining trust-based customer relationships in an international environment. Perks include comprehensive benefits and a focus on professional development and well-being.
Required Qualifications
- Bachelor’s degree with 3+ years of customer service/account management experience OR Associate’s degree with 5+ years OR High School Diploma/GED with 7+ years
- Strong customer focus and relationship-building across distributors, channel partners, contractors, sales teams and technical/field support teams
- Effective communicator with interpersonal skills and professionalism under pressure
- Highly organized, adaptable, proactive problem-solver
- Experience in fast-paced, international environments and managing multiple priorities
- Proficiency in Microsoft Office; experience with SAP (SD module) or similar enterprise systems
- Willingness to participate in after-hours coverage as needed
- Bachelor’s degree with 3+ years of customer service/account management experience or an Associate’s degree with 5+ years or High School Diploma/GED with 7+ years (repeats allowed for emphasis)
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