Customer Service Account Representative

About the role

This is a temporary role with an expected duration of 12–18 months. The position is responsible for providing external customer support and internal sales support functions.

Responsibilities

• Ensure customers receive product orders on time and in good condition.
• Proactively communicate any delivery issues as soon as possible.
• Coordinate with internal teams to resolve concerns and support overall customer satisfaction.
• Enter and maintain pricing and customer details in appropriate systems.
• Verify customer pricing and terms of sale and maintain customer quotations, summary billing setup and rebates in ERP system.
• Communicate with Sales group to ensure customer pricing and requirements are understood and correctly input into OPUS Price Offer Management system.
• Input accurate customer order information into SAP in accordance with procedures set forth by the department Manager.
• Complete and obtain Sales approval for product quality deviations.
• Communicate with plant shipping department to provide order information and set delivery dates on a timely basis to facilitate production planning and scheduling.
• Follow up with transportation suppliers and warehouse suppliers to ensure that orders are shipped as scheduled and advise customer of shipping details.
• Keep customers and Sales advised of any problems or delays with their orders, any potential supply disruption and/or price variation.
• Process returns, credits and debits in SAP in accordance with existing procedures.
• Communicate with customers and maintain accurate rail car loops or other details in SAP as set by the Logistics Rail Services Manager.
• Monitor and process EDI orders in accordance with existing procedures.
• Perform shipping functions for all off-site warehouse orders; in coordination with Logistics and the warehouse ensure proper carrier arrangement and complete post goods issue in SAP.
• Coordinate imported products via the chain order process in SAP.
• Coordinate orders with third party suppliers through the third-party order process in SAP.
• Ensure customer is correctly invoiced.
• Monitor the resolution of customer problems and/or complaints resulting from incorrect pricing, non-conforming products and other related issues.
• Close complaints in the OPUS Claims database in accordance with existing procedures.
• Follow up all customer enquiries.
• Attend customer meetings and visits to customer sites when applicable.
• Other duties as assigned.

Qualifications

• High School or GED and 3 to 5 years of prior experience in the areas of customer service, accounts payable, or order entry.
• Experience in export transportation or international business in the industrial chemical market is preferred.

The Ideal Candidate Must Possess

• High degree of customer focus.
• Solid communication skills both written and verbal.
• Excellent organizational and interpersonal skills.
• Computer skills and proficiency with automated sales systems.
• Ability to input data quickly and accurately and function in a fast-paced environment.
• Ability to perform multiple tasks under pressure and analyze problems with minimum supervision.
• Ability to maintain confidential information at all times.
• Working knowledge of Microsoft Word and Excel.
• Working knowledge of Lotus Notes.
• Working knowledge of BPCS or SAP.
• Ability to develop rapport with customers and carrier vendors.
• Must possess current US employment authorization; sponsorship not available for this position.

Why Candidates Choose Omya

• Global company with operations in more than 50 countries
• 140+ years of industry leadership
• Medical, Dental & Vision Insurance
• 401(k) with Company match
• Paid Time Off & Holidays
• Safety-first environment
• Company values driven organization