Customer Service Account Representative

About the role

We are the foundation to everyday essential products that help millions of people live and thrive. We offer a dynamic, high-performance environment where team members can have real input and impact on our business.

Responsibilities

• Responsible for timely and accurate order entry and supporting effective order fulfillment.
• Processes sales orders received from customers. Regularly monitors activity through order delivery.
• Follow-up with customers as needed to validate/confirm purchase order questions.
• Monitors open orders and notifies internal business partners and/or external customers for updates regarding activity.
• Regularly communicates with customers, company locations, customers, and vendors to ensure ongoing customer satisfaction.
• Serves as a customer advocate - brings "voice of customer" insights that allow for an improved customer experience.
• Investigates and resolves customer issues for corrective and preventive action.
• Represents Calumet in a professional manner and creates strong partnerships through exemplary customer support.
• Provides administrative support to department as needed.
• Other tasks as assigned.

Required education and experience

• High school diploma or GED.
• 1+ years of related customer support and/or order entry experience.
• Experience with ERP systems (e.g., SAP) is preferred.
• Proficient computer skills with demonstrated experience in the Microsoft office suite.
• Hybrid work schedule with 4 days in-office weekly; Wednesdays mandatory.

Competencies

• Demonstration of Calumet Values – Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, & Excellence.
• Attention to Detail – Able to focus on all areas of a project or task, no matter how small, reviews work thoroughly and produces work free of errors.
• Change Management - Demonstrates openness to new situations. Contributes with ideas and innovative approaches to enhance work processes and procedures. Embraces changes when presented with them.
• Communication - Communicates orally and in writing in a clear, concise and impartial manner. Takes time to listen to, understand the perspectives of others, and proposes solutions; provides timely follow-up.
• Drive – Positive energy, ambitious, courageous, flexible but decisive, with the ability to take on continuous and complex business challenges in a fast-paced environment. Persistence to drive to solutions despite obstacles and/or competing priorities.
• Emotional Maturity – Ability to withstand pressure and manage emotions effectively to create the right effect on people and organization.
• Ethics & Integrity – High degree of personal integrity in all business dealings.
• Functional Skill – General awareness, exposure, and understanding across customer service responsibilities.
• Judgment/Decision-Making – Smart, with the ability to think through issues and make wise decisions.
• Organization & Planning – Highly organized with the ability to manage multiple projects and assignments in a rapidly changing environment while meeting critical deadlines.