Customer Service Representative

Overview

The Customer Service Representative is a key member of the Customer's Account Team (CSR + Account Manager). The Account Team is responsible for the overall customer experience and is expected to consistently provide value to differentiate Brenntag. The team’s efforts are focused on increasing customer loyalty, retention, and territory growth. The role ensures a positive Customer Experience by providing timely communication based on Customer needs while executing Brenntag's Quality Objectives: right product, right package, right quantity, right time, correct location, right paperwork, and the right price via the appropriate platform, while remaining sensitive to changing customer circumstances.

The role includes accurate and prompt processing of customer orders and full order life cycle management: order processing, order management, order changes, cross collaboration for order fulfillment, and leading all order-related communication to the customer. This role contributes to Brenntag's Service Excellence commitment and requires personal, genuine, and insightful engagement at each step of the customer journey.

• Teamwork: work proactively and productively with teammates to resolve issues for the customer rather than treating service as a solo act.
• Order Entry, Management and Processing: ensure efficient and accurate order placement, order confirmation via phone, email or EDI, and timely communication regarding order changes to the customer.
• Communication: manage internal and external requests via multiple platforms, stay organized and concise, identify and clarify customer needs and concerns, and report requirements and expectations internally to determine solutions. Present answers/options to the customer and follow up to ensure resolution.
• Build and Develop Customer Relationships: establish sustainable, collaborative relationships through open, knowledgeable, and interactive communication. Develop and foster strong customer relationships to ensure loyalty and retention. Be adaptable to changing demands while providing professional, efficient, and courteous service.
• Data Integrity: safeguard the integrity and accuracy of customer data, and establish visibility across internal teams to reduce errors from bad data.
• Compliance, Regulations and Policy Alignment: ensure daily functions meet Safety, Quality and Regulatory expectations, along with relevant company policies and procedures.

• 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.
• Problem solving, ability to work independently, and strong listening, speaking and decision-making skills.
• Excellent interpersonal skills with a passion for collaboration.
• Ability to manage competing priorities in a fast-paced, ambiguous, deadline-driven environment.
• Strong organization and prioritization skills.
• CRM experience required, preferably Salesforce.
• Experience with Microsoft Office Suite and Team Collaboration tools.
• Proficient in MS Office and capable of multitasking.
• Clear and professional verbal and written communication.
• Commitment to customer satisfaction with attention to detail and follow-up skills.
• Ability to adapt to change and support team member training; teamwork oriented with proven results.

We aim to create an environment where the best people want to work, turning their passion into their job and realizing their full potential. We provide individual development, on-the-job training, and development programs to help employees grow in their careers.

• Paid parental leave
• Education assistance program
• Employee assistance program
• Healthcare plan options and 401(k)

Brenntag and its subsidiary companies are equal opportunity employers.