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MKS Instruments Inc Sr. Customer Service Rep in Methuen, Massachusetts

Sr. Customer Service Rep

Location: Methuen, MA

Job Category: Customer Service and Support

Employment Classification: Full Time


Position is remote work from home until MKS brings back employees to this Methuen location.

Sr. Customer Service Representative will provide a high level of customer service by assisting both internal and external customers. This position will be responsible for a diverse territory where the responsibility will include but not limited to; processing orders, quoting price & delivery and tracking order activity. This person is the lead for problem solving issues.


•Process new orders in accordance with company policy and procedures.

•Take ownership of the order process from receipt thru shipping.

•Professionally answer phone inquiries regarding price and availability, order status, and order entry.

•Ability to work with Customer web based programs, i.e., online portals

•Interface with other departments to resolve problems.

•Interface with management to resolve issues needing escalation.

•With minimum supervision and technical assistance, handle complete segments of Customer Service in Sales Support.

•Demonstrate a thorough knowledge of policies, procedures and interrelationships for the area of responsibility.

•Exercise a fair degree of independent decision making and action in the performance of assigned tasks and duties.

•Make recommendations when policies and procedures need modification of when problems arise.


•Associate’s degree in business administration or related field.

•Minimum of 3-5 years’ experience in a customer service function supporting technical products, with thorough knowledge and experience in all aspects of order processing and support.

•Professional and strong verbal/written communication skills.

•Proficiency in data entry, Oracle a plus.

•Basic excel is a plus.