Kelly Services is seeking candidates for a Customer Service Representative role with an industry leading, Fortune 500, global, chemical manufacturing company in Midland, MI.
The Customer Service Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero defect customer satisfaction. They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer. In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected they know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.
Perform Order Management Activities: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. Many CSR's manage customer inventory, using telemetry or other automated systems, with a high degree of accountability.
Display Customer Advocate Leadership: Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all company functions. Realizes and anticipates how events and trends are likely to affect the customer’s future needs and satisfaction. CSR's meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives. Intimate with customer plans, objectives and demands, through customer visits, account team activities and interactions.
Execute System and Technology Requirements: Execute complex work processes through multiple systems and technology including: SAP, Rail Fleet System, Elemica, Telemetry, and Document Control System as examples. The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing. High degree of systems knowledge and understanding is required.
Problem Solver: Makes recommendations to leverage company resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections leads conflict resolution and reaches win- win agreements. Uses knowledge of company and Business strategies to make decisions and take action that improve performance in their area of responsibility.
Order Entry: Utilizing the ERP system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.
Accountability for Action: Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple
opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward.
Critical Success Factors:
• Exceeding customer expectations through successful customer relationships
• Strong working knowledge of market dynamics and customers goals and objectives
• Be proactive in order receipt and handling work process.
• Create value through the optimization of freight, ability to prevent pre-buys, utilizing optimum ship points and package size as well as logistic improvements.
• Forecasting customer order patterns
• Comply with internal and external control requirements
Due to the high volume of responses anticipated, only qualified candidates will be contacted
This position is recruited for by a remote Kelly office, not your local Kelly branch. To be considered for this position, you must use the “submit your resume” button. If you have questions about the position, you may contact the recruiter listed below by email. However, your resume must be received via the “submit your resume” button included within. Please contact recruiter Lindsay Pittwood with questions, concerns, or email applications to Email blocked - click to apply.
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