Customer Service Rep I

Customer Service Representative I

Headquartered in Indianapolis, Indiana, Monument Chemical serves the specialty chemicals industry – and produces a variety of solvents, intermediates, specialty fuels, and other specialty products, as well as offers industry-leading Custom Manufacturing services. At Monument, you'll find careers in several engineering and skilled trades roles and disciplines. Working together like a family, our teams drive continual improvement in quality, cost, lead time, flexibility, and customer service. Whether you are a recent graduate or a seasoned professional, we offer a diverse range of opportunities where you will be challenged and encouraged to grow.

The Customer Service Representative I serves as a primary point of contact for assigned customer accounts and supports day-to-day order fulfillment activities across sales, operations, logistics, and quality. This role is responsible for receiving and processing customer orders, coordinating shipment schedules, monitoring inventory movement, and ensuring timely, accurate communication regarding order status, product availability, and service concerns. The position helps maintain continuity of supply by partnering with internal teams on production planning, freight coordination, and issue resolution while delivering a high level of service that supports customer satisfaction and operational efficiency.

Essential Functions

• Serve as the primary contact for assigned customer accounts and build strong working relationships through responsive, professional communication.
• Receive, review, and process customer orders accurately, including order entry, scheduling, confirmations, and related documentation.
• Coordinate shipments of finished goods with customers, carriers, and internal teams to support on-time delivery and efficient order execution.
• Monitor inventory availability, production timing, and shipment schedules to align customer demand with site operations and supply chain requirements.
• Work closely with Operations, Logistics, Quality, and Sales to resolve order issues, manage changes, and communicate impacts to customers in a timely manner.
• Investigate and respond to customer inquiries, service concerns, and complaints, ensuring issues are documented, escalated appropriately, and resolved effectively.
• Book shipments and manage transportation schedules through coordination with common carriers, railroads, and other logistics providers as needed.
• Maintain accurate customer, order, and shipment data within company systems to support reporting, planning, and supply chain visibility.
• Perform other duties and responsibilities as assigned while continuing to develop in alignment with the Company's values, competencies, and expectations.

Education Qualifications

• Preferred Associate's Degree in business, supply chain, logistics, or a related field; equivalent combination of education and experience considered.

Experience Qualifications

• Required minimum of 2 years of customer service, order management, logistics coordination, or related experience in a manufacturing or industrial environment preferred.

Skills and Abilities

• Proficiency in Microsoft Office 365, including Outlook, Excel, and Word.
• Working knowledge of SAP or other ERP systems used for order entry, scheduling, and customer account support.
• Strong attention to detail with the ability to perform work accurately, thoroughly, and within established timelines.
• Effective verbal and written communication skills with the ability to interact professionally with customers and cross-functional teams.
• Solid problem-solving and organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to make sound decisions, follow company procedures, and escalate issues appropriately when needed.
• Demonstrated ability to collaborate across departments to support service performance, order execution, and customer satisfaction.

Working Conditions/Physical Demands

• Walking. Moving about on foot to accomplish tasks, particularly for long periods of time, up to 12 hours per day.
• Sitting. Working from a seated position for up to 12 hours per day.
• Climbing. Ascending or descending ladders, stairs, ramps and the like, using feet and legs and/or hands and arms one to two times per day.
• Balancing. Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow or slippery surfaces.
• Stooping. Bending body downward and forward by bending spine at the waist.
• Kneeling. Bending legs at knee to come to a rest on knee or knees.
• Crouching. Bending the body downward and forward by bending legs and spine.
• Reaching. Extending hand(s) and arm(s) in any direction.
• Pushing. Using upper extremities to press against something with steady force, exerting up to 25 pounds of force occasionally, and/or up to 15 pounds of force frequently, and/or up to 10 pounds of force consistently to move objects forward, downward or outward.
• Pulling. Using upper extremities to exert up to 25 pounds of force occasionally, and/or up to 15 pounds of force frequently, and/or up to 10 pounds of force consistently to draw, haul or tug objects in a sustained motion.
• Lifting. Raising objects up to 25 pounds occasionally, and/or up to 15 pounds frequently, and/or up to 10 pounds consistently from a lower to a higher position or moving objects horizontally from position-to-position.
• Grasping. Applying pressure to an object with the fingers and palm.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.