Sr. Customer Service

Customer Service

This exiting role is a member of the fast-paced and dynamic ERA Customer Service team. He or she will provide a high level of service to our customers and sales team by booking orders and handling a vast range of customer inquiries.

• Order Management & Logistics:
  Overseeing end-to-end order processing, including booking orders, order tracking, pricing, and billing.
• Customer Support & Escalation:
  Serving as the primary point of contact for complex issues, complaints, and troubleshooting customer inquiries, often involving technical product details.
• Process Improvement & KPIs:
  Monitoring order metrics (backlogs, accuracy) and partnering with management to implement corrective actions to improve efficiency.
• Operational Support:
  Ensuring compliance and accuracy in documentation, including returns and credits.

• Technical Proficiency:
  Experience with ERP/Salesforce and Microsoft Office Suite.
• Analytical Ability:
  Experience monitoring KPIs, identifying bottlenecks, and providing process improvement recommendations.
• Communication:
  Strong interpersonal skills to resolve complex, sensitive client issues.
• Background:
  Prior experience in a fast-paced customer service environment, ideally in a specialized, manufacturing, or chemical industry.