Customer Service Rep

Customer Service Representative

The Customer Service Representative is responsible for managing customer inquiries, processing orders, maintaining accurate system data, and supporting overall order fulfillment activities. This role requires strong communication skills, attention to detail, and the ability to build and maintain positive relationships with customers, distributors, and internal departments. The ideal candidate is proactive, highly organized, and able to manage multiple priorities in a fast-paced environment.

Order Management

• Process customer orders and verify material availability or production dates for made-to-order products.
• Maintain the accuracy and integrity of customer master data within the system.
• Provide timely information regarding order status, inventory availability, shipping documentation, and product locations.
• Proactively manage assigned accounts by soliciting orders, updating system data, and ensuring customer requirements are met.

Customer Support & Issue Resolution

• Document, track, and resolve customer complaints in a timely and professional manner.
• Communicate effectively with customers to provide alternatives when requested products or requirements change.
• Determine appropriate action when customer requirements cannot be met and offer viable solutions.
• Initiate credit memos, debit memos, and returns as needed.

Collaboration & Cross-Functional Support

• Monitor customer order patterns and provide feedback to demand management and production planning teams.
• Provide production planners with relevant information based on customer forecasts, order history, and communication trends.
• Work closely with technical support teams to address technical inquiries or distributor referrals.
• Participate in cross-functional projects that support process improvements and enhance customer experience.

Process Improvement & Compliance

• Recommend enhancements to improve order-processing efficiency and system functionality.
• Implement corrective actions and work process improvements to support operational excellence.
• Review ISO procedures periodically to identify and document changes in work processes.
• Ensure all tasks are completed in alignment with company policies, standards, and customer service expectations.

Qualifications & Requirements

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum of five years of relevant customer service or order management experience, preferably in a manufacturing or chemical industry environment.
• Strong verbal and written communication skills.
• Excellent organizational and planning abilities; able to manage multiple tasks and shifting priorities.
• Proficiency in Microsoft Excel and Word; experience with ERP systems highly preferred.
• Ability to work more than eight hours per day and more than 40 hours per week as business needs require.
• Professional and courteous demeanor with the ability to build strong relationships with key accounts, distributors, and internal partners.