Customer Service Representative

Position Summary

This position is an integral part of the sales team and responsible for all activities regarding customer purchase orders, order confirmation, and shipping communication to ensure we meet or exceed customer expectations. Effective written and verbal communication is required to prioritize building and maintaining business relationships with customers while maintaining open order reports in real time to ensure reliable communication with key stakeholders to achieve business objectives.

The role requires working effectively with multiple sales personnel and relies on experience and judgment to accomplish identified company goals.

• First point of contact with customers throughout the lead time and production cycle, answering queries and providing timely service
• Provide exceptional customer service to sales managers and customers via email communication
• Coordinate and work closely with sales team to manage customer orders, pricing, product availability & information and provide recommendations as appropriate
• Resolve customer complaints and issues in a timely and professional manner
• Create and maintain customer accounts in our system
• Process customer orders and provide accurate order tracking information
• Coordinate with shipping department to ensure timely delivery of customer orders
• Meet or exceed customer service expectations, including response time, accuracy, and order fulfillment
• Ensure compliance with company policies and procedures
• Prepare purchase orders and sales orders, relay pertinent order information to customers, sales and logistics
• Follow up on all purchase orders, track sales orders & sample tracking to provide excellent customer service
• Provide professional customer support by promptly handling customer questions and concerns
• Verify pricing, inventory, terms and conditions, and special requirements as applicable
• Prepare C of A’s as necessary
• Prepare Letters of Credit, Shipping exception forms, credit memos, and other forms as necessary
• Run reports from Sage ERP system (training provided)
• Learn new software applications as job functions require
• Assist Product Business Manager as needed and provide back‑up support
• Receive and check purchase orders for pricing and detail accuracy, enter orders into the system, and confirm back to the customer with an approximate ship date (target 24‑hour timeline from receipt to confirmation)
• Maintain an accurate open order report and coordinate with production and quality as product is manufactured and released for shipment
• Work closely with warehouse to identify and prepare shipments, create commercial invoices and other documentation for domestic and international exports
• Create pro forma invoices for pre‑payment customers and ensure receipt of payment prior to shipment
• Work with accounting department and assist in light accounting procedures that pertain to customers
• Sends aging reports and assists in fund collection as needed/required
• Other duties as assigned

Education/Training:

• High School Diploma required, college degree helpful
• Proficiency in Windows, Word, Excel, PowerPoint, Google Apps, and ability to learn additional computer programs is required
• Background in science, math, and accounting is helpful but not required
• Understanding of GMP or other document control processes also helpful, but not required

Experience/Background:

• 3+ years of experience in customer service and/or secretarial duties
• Excellent verbal and written communication skills
• Understanding of word processing and computer applications, data entry, and report preparation
• Ability to work independently and as a team player
• Positive, empathetic, and professional attitude towards customers and colleagues
• Proven record of working across functional teams, inside & outside sales/logistics
• Highly disciplined work ethic

The physical demands for this position include sitting for long periods of time, using a computer, and performing administrative tasks. The individual may be required to stand, walk, lift, or move boxes or other office equipment, which could range in weight from light to moderately heavy. Some travel may be required for attending trade shows, customer meetings, or other events. This position is primarily desk‑based, but may require occasional visits to production areas.

Actylis is an Equal Opportunity Employer. Actylis US does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.

Nearest Major Market: Salt Lake City
Nearest Secondary Market: Ogden