Customer Relations Specialist

Job Title

Balchem is committed to making the world a healthier place by delivering trusted, innovative, and science-based solutions for the health and nutritional needs of the world. Balchem employs approximately 1,400 employees worldwide who provide the service, quality, and technology that enables our customers to win with their customers. We have built a reputation for delivering results to all of our stakeholders. Founded in 1967, Balchem, a Maryland corporation, became a publicly-traded company in 1970 and is listed on Nasdaq under the symbol "BCPC." Our corporate headquarters is located in Montvale, New Jersey, and we have a broad network of sales offices, manufacturing sites, and R&D centers, primarily located in the U.S. and Europe. The Company consists of three business segments: Human Nutrition and Health, Animal Nutrition and Health, and Specialty Products.

Position Summary

Responsibilities include processing domestic and international customer orders, entering complaints, and processing return authorizations and issuing account credits. Additionally this position will assist Senior Customer Relations Specialist in creating and updating product labels, track and maintain label inventory, file and track customer complaints, assist in monitoring shipments and delivery of orders. Assists Sales and Marketing in preparation of literature, trade shows, and exhibitions. Provides general departmental administrative support. Internally, this position will work closely and communicate with sales, supply chain, production, accounting, warehousing & shipping, quality, and others. Externally, the position will work closely and communicate with customers, their designated freight forwarders and shipping agents, and others.

Essential Functions

• Process customer orders accurately and follow them from order entry through final delivery
• Handle customer questions and inquiries in a quick, accurate, and professional manner; ensuring all issues are communicated to customer
• Work closely with the planning, shipping and 3rd party logistics to ensure customer orders are filled in a timely and accurate manner; proactively communicate current order status to the customer
• Process international orders and proformas. Complete SLI's for our logistics team
• Obtain freight quotes for customers
• Enter complaints, process credits for damaged or returned product
• Communicate directly with customers regarding documentation requests, shipment tracking requests, customer complaints, etc.
• Follows all safety policies and procedures including use of safety equipment (PPE) and equipment safeguards
• Perform other related duties as necessary
• Apply appropriate customer account credits

Requirements

• Minimum 2 years previous customer service required
• Experience with Microsoft office products and ERP systems
• Ability to multi-task to meet deadlines in a fast-paced environment
• Must have excellent problem-solving abilities, show great attention to detail, and have strong follow-up skills
• Understanding of export process is helpful
• Strong organizational skills required
• Excellent written and oral communication skills
• Ability to speak Spanish is helpful, but not required

Balchem is committed to a workplace culture that values and promotes diversity, inclusion, equal employment opportunities, and a work environment free of harassment and hostility.