Customer Service Representative

LabChem Inc, a TCPA Company is a leading manufacturer and distributor of specialty chemicals.

The Customer Service Representative serves as the main point of contact for customers, managing the full order entry process. This role requires accuracy in maintaining records and a proactive approach to resolving logistics and product inquiries across email, EDI, and online portals. The role also handles post-order requests, including status updates, product questions, return approvals, and shipment-related issues.

JOB DUTIES AND RESPONSIBILITIES

• Order Management: Efficiently process customer orders (phone, email, and EDI) using ERP systems, web tools, and EDI, ensuring 100% data integrity.
• Proactive Issue Resolution: Investigate and resolve post-order issues, such as back orders, expediting, carrier tracking, and discrepancies in shipments (damages, shortages, or incorrect deliveries).
• Cross-Team Support: Coordinate with Sales, Manufacturing, Quality, and Logistics teams to provide customers with critical technical documentation, including Safety Data Sheets (SDS) and Certificates of Analysis (CofA).
• Account Optimization: Establish and maintain accurate customer profiles to support smooth transactions and strong service.
• Documentation & Compliance: Send order confirmations, shipment confirmations, and packing lists to maintain transparent communication.
• Other Responsibilities: Perform other duties as assigned.

QUALIFICATIONS

• Experience: Minimum of two years in a high-volume customer service or call center environment. Experience within the scientific, chemical, or technical sectors is highly preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Technical Skills: Advanced comfort in a Windows environment, including Microsoft Office and professional-grade ERP systems. Prior experience with EDI or web portals is a plus.
• Problem Solving: Uses active listening and effective questions to understand and resolve customer inquiries.
• Adaptability: Proven ability to multitask and prioritize deadlines under pressure while staying calm and empathetic when handling challenging customer interactions.
• Teamwork: Works well with others and supports team goals and performance.
• Verbal and Written Proficiency: Communicates clearly and professionally, both verbally and in writing to portray a professional image.
• Active Listening: Understands customer needs by listening carefully and adapting to their communication style.

TCPA is proud to be an equal opportunity employer.

EEO Statement

We are an Equal Employment Employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.