Customer Service Representative II

Customer Service Representative

The Customer Service Representative is the direct liaison between the customer and the plants, and is considered a key role in the commercial organization due to the frequency of contact with customers. The CSR is responsible for accurate order processing, coordinating production with sales and plant personnel for on-time delivery of product and timely invoicing of shipments. The CSR communicates customer problems/complaints that are identified to the appropriate departments to ensure customer satisfaction. Process necessary reports to function daily to complete job functions.

Essential Functions

Responsibilities that are requirements in order to perform the job:

• Receive, enter and confirm orders that are received by phone, email and fax from both domestic and international customers
• Provide vendor managed inventory service for some customers
• Process return material authorization (RMA), corrective action reports and processes credit memos
• Maintain/update customer master order
• Perform monthly end billing and consignment
• Process international orders as required, process invoices
• Direct communication with customers, production, and sales
• Work with production scheduling to assure order fulfillment
• Update customer of any issues or changes in the production schedule which may affect their orders
• Inform sales of any sudden changes in customer product demand that may affect production planning
• Provide information on shipment/pricing discrepancies, or delivery/transportation issues that may result in any type of a dispute with the customers
• Direct customer inquiries for information to sales

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions based on business needs:

• Confirm inventory availability to insure delivery dates can be met for stock and MTO products, and work with either the plant, the customer, or both to develop solutions to order fulfillment issues
• Coordinate freight and production schedules with customer requirement
• Train, coach and develop lower level Customer Service Representatives

Knowledge, Skills & Abilities

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:

• English: Fluent/native level abilities are required on reading, writing and speaking
• Computer skills: Word, Excel and Outlook are required
• Able to negotiate and communicate
• General knowledge of quality aspects of the product – especially to handle complaints

Education/Experience Guidelines

• Associate's Degree or equivalent from two-year college is preferred
• Two to four years related experience or training is required
• SAP experience preferred

Physical Demands

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions:

Specific vision abilities required by this job include close, distance and color vision. While performing the duties of the job, the employee is regularly required to sit, walk and stand, use hands to handle or feel, reach with hands and arms, and talk or hear. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The noise level in the work environment is usually moderate due to business equipment and light office traffic. On occasion, the employee will be exposed to loud noise, wet/humid conditions (non-weather), fumes or airborne particles, outdoor weather, extreme heat/cold (non-weather), and toxic or caustic chemicals

Benchmark

Customer Service Lead

Account Manager

Strategic Account Manager

Notice: This job description is a summary of the typical functions of the job, not a comprehensive list of all possible job responsibilities, tasks and duties. The responsibilities, tasks and duties of the individual performing the job may differ from those outlined, and other functions, as assigned, might be part of the job.

Equal Employment Opportunity and Non-Discrimination Statement: Sumitomo Bakelite North America Holding Inc., and all its affiliate companies, is committed to the principles of equal employment opportunity and non-discrimination. We do not discriminate based on race, color, gender (including pregnancy, childbirth or related medical conditions), religion, national origin, sexual orientation, gender identity or expression, physical or mental disability, marital status, age, military or veteran status, genetic information, height, weight, familial status or any other applicable legally protected characteristics.