Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for creating a positive customer experience by providing timely communication based on customer needs. This position is responsible for accurate and prompt processing of customer orders and full orderlife cycle management: order processing, order management, order changes, cross collaboration required for order fulfillment, and leading all order related communication to the customer.

Responsibilities:

• Responsible for efficient and accurate order placement, order confirmation via phone, email or EDI and timely communication regarding order changes to the customer.
• Verifies all shipping, billing, pricing, and purchase order information.
• Enters special instructions related to orders, customer requests/code maintenance, and notes.
• Update customer files with quoted pricing, new items, address changes, delivery instructions, etc.
• Communicate and provide necessary support to sales staff while in the field.
• Regularly communicates with internal and external customers on various issues.
• Operates as a team member on all data entry and order intake, supporting other Customer Service Representatives as necessary.
• Audits customer purchase orders for pricing, quantity, terms of sale, requested ETA (if applicable), carrier, special shipping instructions, and double-checking other's orders.
• Documents and resolves customer complaints.
• Process customer product returns in a timely manner and in accordance with prescribed and documented procedures.
• Responsible for Compliance, Regulations, and Policy Alignment across daily functions ensuring that the service provided to our customers meets Safety, Quality and Regulatory expectations, along with any other relevant company policies and procedures.

Ideal Profile:

• 2+ years of experience in Customer Service, Customer Success, or a similar discipline. OR, 5+ years of relevant professional experience, Chemical Distribution or Manufacturing is a plus.
• Must have the capacity to problem solve, work independently, and consistently demonstrate strong listening, speaking and decision-making skills.
• Excellent interpersonal skills with a passion for collaboration.
• Skilled at handling competing priorities in a fast-paced, highly ambiguous, deadline-driven environment.
• Strong organization and prioritization skills.
• CRM Experience required, preferably Salesforce.
• Experience with Microsoft Office Suite and Team Collaboration tools.

Skills:

• Computer Skills: Proficient user of MS office
• Proficiency in multitasking
• Ability to communicate clearly and professionally both in verbal and written correspondence.
• Demonstrates a commitment to customer satisfaction.
• Impeccable attention to detail and follow up skills.
• Ability to prioritize and multitask in a fast-paced environment.
• Ability to adapt to change in the workplace.
• Ability to support change in the workplace and effectively train team members.
• Teamwork oriented with proven results motivating others within a team environment.

Our Offer:

• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Paid parental leave
• Education assistance program
• Employee assistance program
• Various healthcare plan options as well as 401(k)

We look forward to receiving your application.