Customer Service Associate

Position: Customer Service Associate
Reports To: Customer Service Supervisor
Location: North Charleston, SC

About the role

The Customer Service Associate serves as a primary point of contact for Mainstream Pine Products customers and supports the accurate and timely processing of customer orders from receipt through delivery. This position works closely with customers and internal Sales, Production, Shipping, Logistics, Accounting, and Quality personnel to coordinate orders, communicate product availability and delivery information, resolve customer issues, and maintain accurate commercial records. Because Mainstream Pine Products operates in the chemical manufacturing industry, the Customer Service Associate must be attentive to product specifications, shipping requirements, customer-specific requirements, and the documentation associated with the sale and transportation of chemical products. The position requires strong attention to detail, professional communication, sound judgment, and the ability to manage multiple customer and operational priorities simultaneously.

Responsibilities

• Serve as a primary customer contact for order placement, order status, product availability, shipment information, documentation requests, and routine customer inquiries.
• Receive, review, enter, and maintain customer orders accurately in the Company's applicable business systems.
• Review purchase orders and customer requirements for pricing, quantities, products, delivery dates, shipping instructions, and other relevant terms before order processing.
• Coordinate with Production, Shipping, Logistics, and other operational personnel to confirm product availability, production schedules, loading schedules, and anticipated delivery dates.
• Communicate order confirmations, scheduling changes, delays, shortages, and other relevant information to customers in a timely and professional manner.
• Coordinate truck, carrier, and other transportation requirements as assigned and communicate with customers and logistics providers regarding pickup and delivery schedules.
• Maintain accurate customer, order, shipment, and delivery information within Company systems and records.
• Assist with preparation, collection, and distribution of customer and shipment documentation, which may include bills of lading, certificates of analysis, safety data sheets, product specifications, shipping documents, and other required records.
• Understand and follow applicable procedures for handling orders involving chemical products, including customer-specific, transportation, safety, quality, and documentation requirements.
• Work with Quality and Operations personnel to address product quality questions, documentation requests, customer complaints, returns, or other product-related concerns.
• Document customer complaints and service issues and ensure they are appropriately communicated and escalated for investigation and resolution.
• Coordinate with Sales personnel regarding customer requirements, pricing questions, forecasts, order changes, and other commercial matters.
• Coordinate with Accounting regarding customer account questions, invoicing discrepancies, credit holds, pricing discrepancies, and other billing-related matters.
• Assist with maintaining customer records, pricing information, purchase orders, contracts, forecasts, and other commercial documentation.
• Develop a working knowledge of Mainstream Pine Products' products, customers, manufacturing operations, shipping processes, and applicable terminology.
• Maintain confidentiality of customer information, pricing, Company records, and other proprietary or sensitive information.
• Follow Company safety, quality, environmental, and regulatory procedures applicable to the position and manufacturing facility.
• Provide backup support for other customer service and administrative functions as needed.
• Perform other duties and responsibilities as assigned.

Requirements

• Strong customer-service orientation with the ability to communicate professionally with customers, vendors, carriers, and employees at all organizational levels.
• Strong organizational skills and attention to detail,