Customer Service Lead

Customer Service Lead

The Customer Service Lead acts as second-in-command to support and oversee the customer service team as well as maintain the regular responsibilities of a Customer Service Representative. The Customer Service Lead is responsible for entering, maintaining, updating, and processing sales orders from order receipt through shipment. The Customer Service Lead is also responsible for assisting with related issues such as samples, product inquiries, A/R inquiries, shipments of materials from several outside warehouse locations, and order follow-up. The Customer Service Lead should be comfortable in sales related activities which will require direct contact with customers regarding orders or inquiries, with our other Regional Office personnel along with the shipping warehouse personnel and be comfortable on a computer for the vast majority of their day in an office environment. The Customer Service Lead may also assist the customer in identifying products and advising the sales force when a sales person's attention is required.

Job Description:

• Prepares and enters orders received by phone, mail, fax, and portals from customers and sales force.
• Completes the picking and shipping process along with billing.
• Verifies all shipping, billing, pricing, and purchase order information.
• Checks computer generated Bill of Lading (BOL) Status Report.
• Enters special instruction(s) related to orders, customer instruction requests, customer code maintenance, and notes.
• Interacts with customers, sales force, production, warehouse personnel, and other personnel on a regular basis to resolve problems, obtain information, and provide information relating to the status of an order.
• Regularly communicates with internal and external customers on various issues.
• Notifies purchasing on stock issues (i.e. taking more than half of the stock or all stock, no stock and short stock, etc.).
• 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.
• Researches/questions credit issues, short pay, and returned material issues.
• Documents and resolves customer complaints.
• Understands and utilizes Brenntag Unified System (BUS).
• Develops and maintains good working relationships with internal and external customers.
• Ensures compliance with all company policies and all regulatory agencies, including but not limited to: DOL, EEOC etc.
• Supports the vision and mission of the company.
• Performs other inventory transactions as needed (in absence of Customer Service Manager).
• Other duties as assigned

Skills

• Excellent written and oral communication skills
• Strong time management and organizational skills

Experience

• Two years of experience in customer service preferably in distribution, warehousing, or logistics

Education

• High School Diploma or GED
• Associate's Degree preferred

Brenntag and its subsidiary companies will provide equal employment opportunities to all applicants without regard to any category protected by federal, state or local law. Brenntag will provide reasonable accommodations to allow an applicant to participate in the hiring process if so requested. Brenntag North America, Inc. and its subsidiaries use E-Verify, a government-run, web-based system that allows employers to confirm the eligibility of their employees to work in the United States.