Customer Service Representative

About the role

This customer service position reports to the Customer Service Manager, Fluid Management & Flexibles. The role serves customers and plant operations by entering, maintaining, and communicating details regarding customer purchase orders and order forecasts. It identifies discrepancies or contingencies with purchase orders, assembles resources and stakeholders to resolve issues, and ensures complete order success to maximize production efficiency and meet or exceed customer expectations for on-time, in-full delivery.

Responsibilities

• Reviews all customer orders and order acknowledgments (OA) for accuracy and resolves any discrepancies internally and/or with the customer.
• Engages with operations and/or engineering to ensure order specs and product revision reflect product documentation at the site.
• Supports scheduling and purchasing colleagues to ensure orders and jobs are entered in a timely manner; may provide backup support to scheduling and purchasing as needed during absences.
• Performs various tasks in support of marketing, including lead management, samples, trade show support, and collateral handling as required.
• Builds and maintains strong relationships with customers, addressing their needs and concerns promptly and effectively.
• Communicates effectively with customers and the sales team regarding shipment dates, potential delays, and any issues affecting their orders.
• Serves as an escalation point for customer issues and ensures timely resolution.
• Conducts regular client meetings to gather feedback, discuss service performance, and identify opportunities for improvement.
• Engages with field-based sales personnel as necessary to ensure customer satisfaction.
• Interacts regularly with a cross-functional team—including engineering, operations, quality, field-based sales, finance, site management, and global counterparts—to build and foster a healthy working environment based on teamwork.
• Collaborates with other departments to streamline operations and improve overall customer experience.
• Collaborates closely with customers to assist in forecasting and planning, ensuring alignment with their needs and operational capabilities.
• Upholds Spectrum and DuPont’s vision and core values.
• Willingness to travel, up to 30%.
• All other duties, as assigned.

Qualifications

• High School Diploma (College Degree Preferred).
• Minimum of 3 years customer service experience.
• Demonstrates creative problem-solving skills with the ability to handle external customers, think strategically, and act tactically.
• Strong organizational skills supported by a self-disciplined operating structure with superior time management/prioritization skills.
• Clear and concise communication skills via telephone, email, and written correspondence.
• Possesses the vision and leadership skills to successfully drive change and position SPG as the lead supplier in the customer's supply chain.
• Self-motivated, with strong interpersonal and leadership skills associated with managing people/processes.
• Ability to maintain accuracy in a fast-paced environment.
• Analytical aptitude; excellent problem-solving skills.
• Proficiency in using IQMS for order entry and reports is a strong plus.
• Ability to handle deadlines and expedited situations in an efficient and professional manner.

Skills

• Computer skills to include, but not limited to, IQMS, Microsoft Word, Excel, PowerPoint, Outlook, and Salesforce.