Customer Service Representative

The Customer Service Representative serves as the primary point of contact between customers and the organization, ensuring seamless order execution and a high-quality customer experience. This role is responsible for managing the full order lifecycle, coordinating logistics, and resolving customer issues within a fast-paced specialty chemical manufacturing environment. Success in this role requires strong attention to detail, effective cross-functional collaboration, consistent, transparent communication across all interactions and the ability to operate with accuracy and urgency while adhering to regulatory, safety, and company standards.

Duties and Responsibilities:

Customer & Order Management Serve as the primary contact for customer inquiries via phone and email, providing timely and professional responses

Accurately enter and manage customer and sample orders in D365 ERP system

Maintain customer account information, including pricing, order status, and required documentation

Proactively communicate order confirmations, changes, delays, and delivery status

Develop proficiency across all customer accounts to ensure full operational coverage

Logistics & Supply Chain Coordination Coordinate domestic and international shipments, including export bookings and documentation preparation

Manage railcar scheduling, billing, and tracking through Union Pacific systems

Obtain freight quotes and coordinate with carriers, freight forwarders, and steamship lines

Partner with warehouse and production planning teams to ensure timely order fulfillment and address schedule changes

Monitor inventory levels and communicate potential shortages or constraints

Issue Resolution & Customer Support Investigate and resolve customer issues, discrepancies, and complaints in a timely manner

Document and track complaints in the Velocity system in accordance with company procedures

Collaborate with Commercial, Regulatory, Operations, and Accounting teams to resolve issues

Support credit hold communication and collections coordination as needed

Compliance & Documentation Provide required documentation, including but not limited to Safety Data Sheet (SDS) and Technical Data Sheet (TDS), etc.

Ensure compliance with export regulations, hazardous material handling requirements, and company policies

Maintain accurate and complete records within ERP and supporting systems

Reporting & Administrative Support Prepare and distribute open order reports to internal stakeholders upon request

Support forecasting activities by gathering customer demand information

Assist with continuous improvement efforts within customer service processes

Adhere to all department and company policies and procedures

Perform additional duties as assigned

Education and Experience:

Associate’s or Bachelor’s degree preferred3–5 years of customer service, order management, or customer service experience, preferably in chemical manufacturing or industrial environments

Experience with ERP systems (D365 preferred) and order entry processes

Experience with international shipping, export documentation, and Incoterms Knowledge of hazardous materials or chemical industry regulations

Railcar logistics experience

Familiarity with SAP or similar ERP systems

Required Skills / Abilities:

Proven ability to strive for continuous improvement.

Strong written and verbal communication skills

High attention to detail with strong data accuracy skills

Ability to manage multiple priorities in a fast-paced, deadline-driven environment

Proficiency in Microsoft Office Suite (Excel, Word, Outlook)

Competencies:

Customer Focus:
Delivers responsive, accurate, and professional service while anticipating and addressing customer needs.

Attention to Detail & Accuracy:
Ensures precision in order entry, documentation, and data management in a high-impact environment.

Operational Execution:
Effectively manages order processing and logistics coordination with consistency and reliability.

Problem Solving & Issue Resolution:
Identifies root causes and implements timely, effective solutions to customer and operational challenges.

Communication &

Collaboration:

Communicates clearly and works cross-functionally with internal teams and…