Customer Experience Representative

About the role

Full-time hourly hybrid Customer Service Representatives are responsible for order management from our customer base. This includes all aspects of a customer’s order, proactive communication with customers, the sales team, supply chain, logistics, and the management team.

Responsibilities

• Answer telephone calls and respond to approximately 100 emails per day.
• Proactively send customers confirmation and notifications.
• Process orders, follow orders through the billing process, and arrange freight rates for customers.
• Set up and maintain customer contacts in our ERP system.
• Send stocking needs to supply chain and print COAs & SDSs for customers.
• Communicate with the logistics department regarding order status.
• Handle customer complaints and investigate short payments on invoices.
• Order processing: take orders via email or phone, enter orders into the ERP system, and follow through until shipped and billed.
• Review customer PO instructions and update them in the ERP system under Customer Remarks.
• Troubleshoot customer issues, decide on resolutions, and follow through.
• Build team relationships with assigned Technical Sales Representatives.
• Communicate with the Credit department to ensure urgent orders are released from credit hold.
• Enter direct ship orders and properly communicate and hand off to Direct Ship Coordinators.
• Document and handle customer complaints, including corrective and preventative actions (CPAR).
• Send new customer packet information and follow up until paperwork is submitted.
• Send new forecasting to the forecasting coordinator in supply chain.
• Communicate with the Pricing Team to set up new products and pricing in the ERP system.
• Continuously improve order entry-related processes to raise service levels, reduce errors, and increase efficiencies.
• Perform other functions of the customer service department as needed.
• Build effective communication lines with supply chain, logistics, and the sales team.
• Understand and adhere to department procedures, policies, and business practices.

Requirements

• 3+ years of previous work experience in customer service or a related area, with responsibilities matching the duties listed.
• High school graduate or equivalent; college degree preferred.
• Experience with order entry into an ERP system.
• Knowledge of freight terms and chemical packaging is a plus.
• Good PC hardware and MS Office software skills, especially Excel.
• Ability to read, analyze, and interpret general business correspondence.
• Effectively present information in written and spoken form.
• Good basic math skills.
• Able to treat others with respect and dignity.
• Able to maintain confidentiality on sensitive issues.
• Able to work effectively in a team-based and quality-driven environment.
• Embrace and work according to the company’s mission and organizational tenets.

Skills

• Detail-oriented and well-organized: Ability to multi-task and handle a high volume of work with attention to detail.
• Self-motivated: Honest, dependable, and demonstrates a high level of integrity.
• Interpersonal skills: Superior communication and good telephone skills.
• Analytical: Synthesizes complex or diverse information; collects and researches data.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Technical Skills: Assesses own strengths and weaknesses; pursues training and development opportunities.
• Oral Communication: Speaks clearly and persuasively; listens and gets clarification; participates in meetings.
• Written Communication: Writes clearly and informatively; presents numerical data effectively.
• Teamwork: Balances team and individual responsibilities; contributes to building a positive team spirit.
• Business Acumen: Understands business implications of decisions; displays orientation to profitability.
• Cost Consciousness: Works within approved budget; develops and implements cost-saving measures.
• Ethics: Treats people with respect; works with integrity and ethically.
• Strategic Thinking: Develops strategies to achieve organizational goals; understands organizational strengths and weaknesses.

Qualifications

• High school diploma or GED, at a minimum; college degree preferred.
• At least one (1) year of job-related experience is normally required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.