Customer Service Representative II

About the Company:

Luxfer is the leading manufacturer of magnesium chips, granules, powders and pieces used in diverse industries worldwide. Click here to learn more: https://luxfermagtech.com/products/magnesium-products/

Summary:

The Customer Service Representative will play a critical role in supporting our customers by managing purchase orders, processing change orders, and coordinating with various internal teams. This role involves addressing customer inquiries, handling complaints, maintaining customer documentation and ensuring export and quality compliance.

Main responsibilities:

• Conduct initial review of all customer purchase orders
• Submit part number requests and quality requests as needed in support of new orders
• Update and maintain database containing customer-specific information including reference to supporting documents
• Review and enter customer account information, quotes, and orders, provide formal order acknowledgments, and process change orders as needed
• Participate in Contract Review process
• Respond promptly to customer inquiries regarding quotes, order updates, and other related inquiries
• Address and record customer complaints, ensuring proper documentation and follow-up
• Maintain active HAZMAT certifications for DOT, IATA, and IMDG compliance
• Process customer credit card payments and coordinate with the accounting department on payment matters
• Send customer satisfaction surveys
• Support reporting requirements of the business
• Maintain accurate and complete records
• Other duties as assigned

Qualifications

• 4+ years of customer service experience in related industry required
• Bachelor's degree required
• Strong ability to pull reports and analyze data primarily using Microsoft Excel required
• Strong communication and organizational skills with attention to detail
• Ability to handle multiple tasks efficiently in a fast-paced environment
• Knowledge of trade compliance (Export Regulations) and HAZMAT certifications (DOT, IATA, IMDG) is a plus
• Proficiency in using CRM (Salesforce.com) and Microsoft Office Suite
• Strong interpersonal skills
• Ability to effectively participate in cross functional teams

Benefits

• 10 paid Holidays
• Medical, Vision, Dental *Start on the 1st day of the following month after being hired
• 401k with Company Match
• Tuition reimbursement
• Disability and Life Insurance
• Career Advancement Opportunities

Work Pattern

• 40 hours per week
• The role requires flexibility to meet the needs of the business, which may include extended hours, or occasional night/weekend work.

More About Us

Luxfer Magtech is a subsidiary of Luxfer MEL Technologies (https://www.luxfermeltechnologies.com/lightweight-extruded-magnesium/?gad=1&gclid=EAIaIQobChMIl4TIuJnD_wIV7yGzAB1QjQFkEAAYASAAEgJpg_D_BwE), which is part of the publicly-traded Luxfer group (https://www.luxfer.com/).

Luxfer is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities. Women, minorities, and veterans are encouraged to apply.

This position requires access to our export-controlled commodities, technical data, technology, and services. These items are restricted under the International Traffic in Arms Regulations (ITAR) to U.S. Citizens, Lawful Permanent Residents of the U.S., and properly licensed foreign persons. Therefore, employment is contingent on compliance with ITAR regulations and successfully obtaining and maintaining the necessary export authorization license from the U.S. Department of Commerce's Bureau of Industry and Security, U.S. Department of State Office of Défense Trade Controls, or other applicable government agency. Candidates must be authorized to work in the US.