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 order life cycle management: order processing, order management, order changes, cross collaboration required for order fulfillment, and leading all order related communication to the customer.

Responsibilities include:

• Efficient and accurate order placement, order confirmation via phone, email or EDI and timely communication regarding order changes to the customer.
• Verifying all shipping, billing, pricing, and purchase order information.
• Entering special instructions related to orders, customer requests/code maintenance, and notes.
• Updating customer files with quoted pricing, new items, address changes, delivery instructions, etc.
• Communicating and providing necessary support to sales staff while in the field.
• Regularly communicating with internal and external customers on various issues.
• Operating as a team member on all data entry and order intake, supporting other Customer Service Representatives as necessary.
• Auditing customer purchase orders for pricing, quantity, terms of sale, requested ETA (if applicable), carrier, special shipping instructions, and double-checking other's orders.
• Documenting and resolving customer complaints.
• Processing customer product returns in a timely manner and in accordance with prescribed and documented procedures.
• Ensuring compliance, regulations, and policy alignment across daily functions.

Education and experience required:

• 2+ years of experience in Customer Service or similar discipline.
• Chemical Distribution or Manufacturing is a plus.
• Capacity to problem solve, work independently, and demonstrate strong listening, speaking and decision-making skills.
• Excellent interpersonal skills with a passion for collaboration.
• Skilled at working in a fast-paced, deadline-driven environment to prioritize heavy workload and multitasking.
• Dedication to teamwork, customer satisfaction, and results.
• Excellent written/oral communication skills.
• Willingness to work overtime, have on-call hours, or work after hours.
• Keeping calm when on customer calls.
• Experience with Microsoft Office Suite, ERP/CRM systems, and team collaboration tools.

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)