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.

• 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

• 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

• 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

• 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

• 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