Customer Service Representative

Customer Service Representative – Robertet Group Location: Newark, NJ Base pay range: $26.00/hr – $31.00/hr Overview Robertet Group is a world‑leading natural products company, dedicated to innovation, sustainability, and customer focus. You will join a team that values Passion, Excellence, Daring, and Caring. Essential Duties & Responsibilities Process, manage, communicate and take ownership of key customers through the order fulfillment cycle while maintaining or exceeding the utmost level of customer satisfaction. Responsible for the entire order life cycle (from order booking/modification to escalation and delivery completion) to ensure orders are shipped based on agreed deadline. Works closely with Logistics Department to achieve customer satisfaction, maintaining accurate records of all internal and external interaction in our database system. This includes initiating freight rate quotes as well as obtaining tracking information. Accesses multiple computer systems to enter and retrieve information for order processing. Reviews daily reports to address any issues with orders. Participates in customer portal order retrieval and invoicing. Processes co‑shipment and pre‑shipment samples. Maintains customer forecast and floor stock agreements. Ensures orders are booked within 24 hours of receipt and order confirmations are provided to customers within 48 hours of booking. Provides prompt response to pricing, inventory availability and shipment tracking inquires. Researches and assists in resolution of pricing discrepancies, complaints, returns, credits and freight claims. Processes customer complaints within the customer complaint database. May involve troubleshooting and resolution of customer issues among complex and key accounts. Ensures proactive and professional communications daily, encompassing our entire supply chain to discuss details involved with raw materials, order quantities, manufacturing and ship dates, special instructions, handling exceptions or obstacles relative to meeting our customers’ requirements. Acts as a liaison for account managers, customers, and internal departments to coordinate ship dates, quantities, special instructions, credit requests, product returns, short paid/late invoices and adjustments but not limited to. Attends and prepares for daily production meetings. Participates in year‑end file maintenance. Successfully works within a team environment and provides primary back‑up assistance when needed. Provides account activity reports to management as required using Oracle and/or BI. Participates in the training process for new employees. Commitment to Robertet and SQF Quality Standards and continuous improvement of the quality management systems. Position Requirements Required: 5 years customer service and training experience (flavor/pharmaceutical industry) Associate’s degree is required Preferred: Bachelor’s degree Advanced knowledge of Microsoft Word, Excel Experience with ERP system, Oracle a plus. Technically savvy with the ability to learn new systems. Bi‑Lingual (English/Spanish) highly desirable Position Competencies Excellent interpersonal, relationship management, communication skills, along with ability to communicate effectively with individuals at all levels verbal and written. Implementation of training using effective and new tools for the optimization of a learning environment Knowledge of relevant computer applications including Oracle Numeric, oral and written language applications Product knowledge Problem analysis and problem solving Attention to detail and accuracy Data collection and ordering Adaptability, initiative, and stress tolerance. Superior telephone manners, communication, interpersonal and organizational skills. Must be a friendly, responsible, mature individual who is a self‑starter, detail oriented and has the ability to handle multiple tasks. Must possess a great attitude and work ethic. Must be a Team player. Core Competencies Customer Focus: Building strong customer relationships and delivering customer solutions Ensures Accountability: Holding self and others accountable to meet commitments. Communicates Effectively: Developing and delivering multi‑mode communications that convey a clear understanding of the unique needs of different audiences. Values Differences: Recognizing the value that different perspectives and cultures bring to the organization. Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations. Fosters Improvement & Innovation: Continuously strive to improve your work to deliver better products, services, and processes. Work Environment The performance of this position may occasionally require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses with side shields, hair nets and mandatory hearing protection. For the most part, ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. Physical Demands Individuals may need to walk, sit, stand, and climb stairs frequently throughout the work day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required. May include lifting up to 25 pounds for files. Reasonable Accommodations Reasonable accommodation may be provided to qualified individuals with disabilities in order to perform the Essential Duties & Responsibilities of the position so long as it does not impose significant difficulty or expense on the company. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Industries Chemical Manufacturing #J-18808-Ljbffr