Customer Service Representative

Your Role

Job Summary:

The Customer Service Representative is responsible for creating a positive customer experience by providing timely communication based on customer needs. This position is responsible for accurate and prompt processing of customer orders and full order life cycle management: order processing, order management, order changes, cross collaboration required for order fulfillment, and leading all order related communication to the customer.

Job Description:

* Teamwork:
Responsible for working both proactively and productively with teammates to resolve issues for the

customer rather than treat service as a solo act. Order Entry, Management and Processing:
Responsible for efficient and accurate order placement, order confirmation via phone, email or EDI and timely communication regarding order changes to the customer.

* Communication:
Ability to manage internal and external requests via multiple platforms, while remaining organized and concise with communication. Identify and clarify customer needs and concerns, while effectively reporting requirements and customer expectations internally to determine a solution. Present answers / options to the customer and follow up to ensure resolution.

* Build and Develop Customer Relationships:
Establish sustainable and collaborative relationships through open, knowledgeable, and interactive communication with the customer. Intentional effort is required to development and foster strong customer relationship, ensuring customer loyalty and customer retention. This role requires confidence to quickly pivot to meet changing demands, while providing professional, efficient, and courteous service.

* Data Integrity:
Responsible for working with the Commercial team and the customer to safeguard the integrity and accuracy of the customer's data, while establishing visibility across internal teams to encourage usability by all parties and reduce errors that result from bad/incorrect data.

* Responsible for Compliance, Regulations, and Policy Alignment across daily functions ensuring that the service provided to our customers meets Safety, Quality and Regulatory expectations, along with any other relevant company policies and procedures.

Responsibilities:

* Responsible for efficient and accurate order placement, order confirmation via phone, email or EDI and timely communication regarding order changes to the customer.

* Verifies all shipping, billing, pricing, and purchase order information.

* Enters special instructions related to orders, customer requests/code maintenance, and notes.

* Update customer files with quoted pricing, new items, address changes, delivery instructions, etc.

* Communicate and provide necessary support to sales staff while in the field.

* Regularly communicates with internal and external customers on various issues.

* Operates as a team member on all data entry and order intake, supporting other Customer Service Representatives as necessary.

* Audits customer purchase orders for pricing, quantity, terms of sale, requested ETA (if applicable), carrier, special shipping instructions, and double-checking other's orders.

* Documents and resolves customer complaints.

* Process customer product returns in a timely manner and in accordance with prescribed and documented procedures.

* Responsible for Compliance, Regulations, and Policy Alignment across daily functions ensuring that the service provided to our customers meets Safety, Quality and Regulatory expectations, along with any other relevant company policies and procedures.

Your Profile

Education/

Experience:

* 2+ years of experience in Customer Service, Customer Success, or a similar discipline. OR, 5+ years of

relevant professional experience, Chemical Distribution or Manufacturing is a plus.

* Must have the capacity to problem solve, work independently, and consistently demonstrate strong

listening, speaking and decision-making skills.

* Excellent interpersonal skills with a passion for collaboration.

* Skilled at handling competing priorities in a fast-paced, highly ambiguous, deadline-driven environment.

* Strong organization and prioritization skills.

* CRM Experience required, preferably Salesforce.

* Experience with Microsoft Office Suite and Team Collaboration tools.

Skills:

* Computer

Skills:

Proficient user of MS office

* Proficiency in multitasking

* Ability to communicate clearly and professionally both in verbal and written correspondence.

* Demonstrates a commitment to customer satisfaction.

* Impeccable attention to detail and follow up skills.

* Ability to prioritize and multitask in a fast-paced environment.

* Ability to adapt to change in the workplace.

* Ability to support change in the workplace and effectively train team members.

* Teamwork oriented with proven results motivating others within a team environment.

Our Offer

We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.

* Individual development, on-the-job…