Customer Service Representative

Position Overview

As a dedicated Customer Service Representative (CSR) , you will serve as a vital liaison, championing and implementing Functional Excellence within our domestic customer service operations. Your core mission is to deliver exceptional service to both our business partners and customers, ensuring their needs are met with a commitment to continuous quality improvement. You will actively drive best practices, training, and auditing initiatives to elevate the customer experience.

This role requires a comprehensive understanding of domestic order management systems, related policies, and procedures. Proficiency in SAP-R3 (or equivalent ERP), including order entry, pricing, documentation, and invoicing, is essential. Familiarity with Quality Management Systems and broad business operations experience are preferred. You will gain valuable exposure to a variety of systems and tools such as SAP-R3, SharePoint, and Salesforce.com, and work across multiple business units.

As a CSR, you will collaborate with colleagues at every organizational level — including supply and demand planners, market segments, peers in customer service, plant sites, warehouses, freight forwarders, carriers, finance, and more — to ensure customer satisfaction while upholding our high-quality standards.

Key Responsibilities

• Serve as a primary point of contact for customer inquiries, requests, and issue resolution.
• Process and track domestic orders, ensuring compliance with order fulfillment protocols.
• Utilize business unit tracking systems to monitor orders, manage disputes, and issue credit/debit memos.
• Handle sample/rebate processing and support overall sales order management.
• Partner with cross-functional teams, including Supply Chain, Manufacturing, Sales & Marketing, Product Management, Finance, and Logistics.
• Ensure consistent adherence to corporate compliance requirements, particularly Sarbanes-Oxley 404 as they relate to customer service.
• Identify opportunities for process improvement and actively participate in change initiatives.
• Provide training and support on best practices within the department.
• Adapt to new conditions, systems, and personnel while maintaining a high degree of professionalism.

Minimum Qualifications & Skills

• Proven experience as a Customer Service Representative, with exposure beyond retail/call center settings.
• Prior knowledge of Sales to Cash (STC) / Requisition to Pay (RTP) processes strongly preferred.
• Minimum of 6–12 months of hands-on SAP-R3 (or equivalent) experience in order processing, deliverables creation, and invoicing.
• Proficient computer skills, with intermediate-to-advanced knowledge of Microsoft Excel, Word, and PowerPoint (MS Office proficiency assessment required).
• Strong interpersonal and communication skills; able to work effectively with internal and external stakeholders at all levels.
• Experience with Salesforce.com and SharePoint is a plus.
• Flexible and adaptable in a fast-paced, dynamic team environment.
• Strong organization and multitasking skills, with demonstrated aptitude for project management and change management.
• Ability to translate strategic business objectives into actionable customer service tactics.
• Strong initiative for identifying and implementing process improvements.

Additional Information

• Occasional travel may be required, but is expected to be minimal.

Educational Qualifications

• Required: College degree and prior customer service experience, with SAP-R3 or equivalent system expertise.
• Preferred: Bachelor’s degree.