Customer Service Representative

About the Role

Process orders from customers in a timely manner, ensuring order accuracy and compliance with customer requirements. Handle other customer requests or issues that may or may not relate directly to an order, process sample requests, and assist in handling general office duties assigned to the customer service department.

Responsibilities

• Answer telephone and follow up as needed.
• Order processing – includes taking the order, printing the order, allocating inventory/completing a purchase order for direct shipments, arranging freight, and meeting customer-specific instructions.
• Order Acknowledgement – includes updating comments for all orders, timely updates to the customer on the delivery of their POs, and review of customer’s PO instructions to Chempax comments for accuracy.
• Interface with customers as necessary regarding their order and resolve any problems that may occur.
• Process Direct shipments with suppliers and carriers.
• Process Sample Requests.
• Handle customer complaints including documentation, disposition, and corrective action.
• Maintain the Certificate of Analysis files.
• Maintain and update customer information such as address, telephone number, etc. in Chempax.
• Update customer comments with regard to specific customer requirements.
• General office duties such as filing, copying, faxing, and word processing.
• Maintain a clean and safe working environment at all times.
• Promote teamwork within the department and across all departments and affiliates.
• Understand and adhere to/follow the department procedures and policies.
• Adhere to and support the principles of Responsible Distribution™.
• Assume other activities and responsibilities from time to time as directed.

Competencies

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
• Design - Generates creative solutions; translates concepts and information into images; uses feedback to modify designs; demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; demonstrates group presentation skills and a good command presence; participates in meetings.
• Written Communication - Writes clearly and informatively; presents numerical data effectively.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; develops and implements cost-saving measures; contributes to profits and revenue; conserves organizational resources; has a strong command of margin optimization opportunities within the operation.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically.
• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths and weaknesses.

Qualifications

• 4-year college graduate (preferred).
• Must be able to multitask.
• Ability to organize work as required to meet customer demands or corporate demands.
• Ability to prioritize work, determining what is critical and needs to be completed.