Customer Account Service Representative

Customer Account Service Representative:

Job Summary: We are seeking a dedicated and enthusiastic Customer Service Account Representative to join our dynamic team. In this role, you will be the first point of contact for our customers, providing exceptional service and support. Your primary focus will be to ensure customer satisfaction by addressing inquiries, resolving issues, and maintaining strong customer relationships. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to work in a fast-paced environment. 

Key Responsibilities: 

Single point of contact for customer interface of assigned accounts 

Order entry, lead time management 

Invoice processing to assure revenue collection meets goals 

Maintenance of customer master data 

Maintain proficiency in ERP system (SAP) and CRM 

Coordinate customer complaint resolution with sales and marketing teams 

Build key customer relations and monitor inventory levels as needed. 

Other duties as assigned 

 
Activities: 

Process customer orders and accurately enter into ERP system (SAP) 

Process inventory movements, material releases and shipments and accurately enter into ERP system (SAP) 

Process invoices and participate in billing and collection issues 

Manage short pays and credits for assigned accounts 

Communicate with customers any potential for order delays, product availability, transportation related issues, etc. 

Provide documents to customers to support order fulfillment or as requested by the customer 

Manage complaint process (document customer complaints, direct to appropriate party for resolution, follow up with customer) 

Maintain proficiency in ERP System (SAP) and CRM 

May require light travel 

Communicate with transloaders, external warehouse and truck carriers to coordinate material pick-up. 

May be required to provide support after normal work hours in emergency situations 

Special projects and ad-hoc reporting as needed (e.g., system upgrades, contingency planning) 

 
Required Skills and Experience: 

High School Diploma or equivalent required; Associate or bachelor’s degree from an accredited educational institution or equivalent work experience strongly preferred. 

Demonstrated learning agility and adaptability/flexibility 

Strong customer orientation 

Intermediate to advanced knowledge and aptitude of computer systems 

Ability to work independently as well as in a team environment 

Strong communication skills both verbally and electronically 

 
Preferred Skills and Experience: 

Prior CRM and ERP System experience (SAP) 

Dual language capability preferred 

Chemical and/or process industry experience