Customer Service Representative

Job Description

Job Description

Essentra is a leading provider of essential components and solutions. Every day we produce and distribute millions of small but essential products. 

Our international network extends to 28 countries, with headquarters in the United Kingdom and includes 14 manufacturing facilities, 24 distribution centers and 33 sales & service centers. 

At the center of everything is our purpose, to responsibly provide the products and services our customers need to succeed. Put simply, our purpose is why we exist as a company. Many companies claim to be changing the world; we don’t. But we do make a powerful difference to our customers. We make it work. Every one of us. Every day. 

The Customer Service Representative will be responsible for the handling of incoming orders via email or over the phone and respond to customers’ basic inquiries as they gain experience with the company's products and services. The CSR will be expected to deliver a ‘Hassle Free’ experience to our customers on day-to-day basis. This job can be based in Flippin, AR or Houston, TX. It is a hybrid position that will require working in the office 3 days per week.

Typical Accountabilities:

•    Process orders, process blanket orders, and release schedules in order entry system.

•    Review orders for availability, accuracy and pricing.

•    Inform customers of shipping date and any possible delays.

•    Answer customer phone calls and make outbound calls to customers for questions on orders, account, etc.

•    Process standard quotes working with other team members as needed.

• Respond to customer requests for invoices, shipping documents, and similar requests.

•    Communicate clearly over the phone and via email, and exemplify strong teamwork both internally & externally.

•    Cooperate with other members of the team to meet customers’ needs.

•    Maintain the highest standard of safety in the office and hold others to the same standard.

•    Identify and assess customers’ needs to achieve satisfaction.

•    Respond to customer inquiries within a prompt time frame.

• Meet daily metrics set for the CSR team in terms of calls taken and customer interactions per day.

•    Perform other related job duties as assigned.

Qualifications:

• High school diploma and at least 1 year of related work experience.

• Ability to respond promptly to all customer inquiries.

• Problem-solving skills.

• Basic to mid-level math and analytical skills. 

• Proficient in Microsoft Office (Outlook, Excel, Outlook, Teams, and Word).

• Handles customer service inquiries with a sense of urgency.

• Must act with openness, honesty, and integrity.

• Must be detail oriented and accurate.

• Must have strong verbal and written communication skills.

• Must be patient, empathetic and be able to put oneself in the customers’ shoes.

• Must be a positive thinker/team player, along with a can-do attitude.

• Provides “Hassle-Free Customer Service”

• Exemplifies Essentra’s health, safety and employee engagement culture

This job offers a competitive base pay rate, annual bonus incentive, full benefits package, and generous time off.