Customer Service Representative

Job Description

The purpose of the Buyer role is to support the execution of the Purchasing process within the organization. Expediting of purchases and support of operations, management, and requisitioners across sites. Supporting Key Projects and Safe, Reliable Operations of facilities and facilitating partnerships with key vendors to support Category Strategies is another focus of the role.

Responsibilities:

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• Receive, enter, and manage customer orders, order changes, cancellations, and related transactions within SAP and other business systems.
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• Ensure customer orders are processed accurately and efficiently in accordance with customer requirements, business processes, and established service standards.
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• Communicate order changes, service interruptions, and other customer impacts to customers and internal stakeholders in a timely manner.
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• Monitor orders throughout the Order-to-Cash process and proactively identify, investigate, and resolve issues impacting customer service.
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• Maintain customer requirements documentation and ensure compliance with customer-specific requirements.
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• Facilitate customer inquiries and coordinate responses involving Technical Services, Quality, Sales, Credit, Transportation, and other functional groups.
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• Research and resolve invoice discrepancies, pricing concerns, and billing issues in collaboration with Accounting, Sales, and other stakeholders.
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• Maintain customer contracts, customer master data, ship-to information, and other relevant information within SAP and related business systems.
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• Take ownership of customer inquiries and service issues through to resolution and follow up with customers to ensure satisfaction.
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• Escalate document, and manage customer non-conformances, incidents, complaints, and quality-related issues in accordance with company procedures.
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• Collaborate with internal stakeholders to support customer requirements, order fulfillment, and issue resolution.
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• Additional duties as required within scope of the Customer Support organization
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Minimum Position Qualifications / Requirements

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• College diploma, Associate degree, or equivalent combination of education and experience.
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• 2–5 years of customer service, supply chain, logistics, order management, or related experience preferred.
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• Experience using ERP systems (SAP required).
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• Proficiency with Microsoft Office applications, including Excel, Word and Outlook
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• In person position. M/F 8-5
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• Strong verbal and written communication skills, including the ability to communicate effectively with internal and external stakeholders.
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• Strong attention to detail and accuracy.
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• Strong organizational and time-management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
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• Ability to work independently while collaborating effectively within a team environment.
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• Strong problem-solving, critical-thinking, and decision-making skills.
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• Willingness to learn, adapt to new technologies, and embrace changing business processes.
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• Ability to collect, organize, and analyze information to make sound business decisions and resolve customer issues effectively.
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TDG (Transportation of Dangerous Goods) certification considered an asset