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Customer Service Representative
IntelliPro Group Inc.Collegeville, United Statesfull_timeVerifiedPosted 26 Sept 2025
💰 $57,000/yr
About the role
Job Title: Customer Service Representative
Duration: 04 months with possible extension
Office: Collegeville, PA 1926
Shift: 09:00 am to 05:30 pm
Pay rate: $28.50/hr. on W2
Job Summary & Purpose:
Works inside designated customer sites coordinating client moves or providing high touch support. Coordinates and communicates with end users regarding all aspects of the OneSource Program including service call initiation, scheduling, maintenance, inventory data integrity, escorting of vendors for managed activities, safety and day to day lab operations. The purpose of this position is to help ensure complete customer satisfaction with organization by providing first level non-technical and basic technical support to customers contacting OneSource Support Services via telephone, email, portal or other electronic system.
Job Description:
Duration: 04 months with possible extension
Office: Collegeville, PA 1926
Shift: 09:00 am to 05:30 pm
Pay rate: $28.50/hr. on W2
Job Summary & Purpose:
Works inside designated customer sites coordinating client moves or providing high touch support. Coordinates and communicates with end users regarding all aspects of the OneSource Program including service call initiation, scheduling, maintenance, inventory data integrity, escorting of vendors for managed activities, safety and day to day lab operations. The purpose of this position is to help ensure complete customer satisfaction with organization by providing first level non-technical and basic technical support to customers contacting OneSource Support Services via telephone, email, portal or other electronic system.
Job Description:
- Obtain required documentation and approval prior to creation of Purchase Requisitions for service requests to be completed by suppliers.
- Identify Customer’s instrument/system-based or technical need & ensure that required documentation is secured prior to purchase requisition release.
- After PO’s have been issued, ensure service delivery dates are correct and revise as necessary, per follow-up with suppliers and customers.
- Ensure purchase requisitions are closed within 180 days, and work with PO Specialists to confirm associated purchase orders are closed as well.
- Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators).
- Assist with vendor satisfaction surveys; provide results to service leadership, service provider and customer where appropriate.
- Out of Scope Charges:
- Run required reports to identify service events which require charge back to the customer.
- Complete the chargeback process, obtaining customer approvals where required, in advance of PKI customer invoicing.
- Maintain surveillance and escalate to service leadership any instances where billing cannot occur due to pending customer approval or funding issues.
- Communication:
- Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
- Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
- Discuss troubleshooting/repair situations with service providers or customers, in a professional, cost-effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
- Monitor open requests, working to achieve closure, and meeting metrics requirements.
- Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
- Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.
- Site Specific Activities – if applicable to the specific customer
- Meet OEM or TPV service engineers at customer points of entry, confirm reason for site visit.
- Verify required customer health and safety requirements for site entry have been completed by engineer.
- Escort the engineer to the equipment location and hand off to customer equipment owner/user.
- Upon completion of the service event, escort the engineer back to the customer entry point and obtain a copy of the service report prior to engineer departure.
- Open and close service events in the customer’s system of record, matching the service events in SAP and/or Service Max.
- Update the customer’s system of record, matching records, for all adds/changes/deletes to the OneSource Enterprise program.
- Identify & Respond to Customer Inquiries. Acknowledge the customer, determine the nature of the call and provide a customer focused first point of contact to answer cu
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