Customer Service Representative

What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common? Ellsworth Adhesives specs in materials in each of those products! Ellsworth Corporation, a global, industry-leading distributor of specialty chemicals and equipment and adhesive manufacturer, currently has a Customer Service Representative opportunity in our Specialty Chemical Distribution (SCD) Division located in Sparks, NV. This is a hybrid role.

About the role

This is an exciting time to be a part of Ellsworth, a family-run company with over 50 years of continuous growth. We are an industry-leading global distributor, manufacturer, and packager of adhesives used by cell phone, medical device, aerospace, and electric vehicle industries.

• See our state-of-the-art facility and distribution center and learn more about our business
• Find out more about the industries we serve
• Learn about our consumer and manufacturing divisions

Responsibilities

• Process incoming requests via chat, phone, web, or Customer Relationship Management System (CRM) for orders, quotes, product inquiries, expedites, and Return Material Authorizations (RMA’s) proficiently without regular assistance
• Work with internal teams with a high sense of accountability and urgency, such as purchasing, shipping, and credit, to provide customer updates
• Follow detailed contract review/audit guidelines on order entry
• Execute customer sample requests and process order updates and changes
• Handle standard customer escalations autonomously with first contact resolution when possible
• Proactively identify potential breakdowns in the customer experience and address customer issues, including shelf-life discrepancies
• Contribute to training material, initiatives, and topics in the department
• Act as an escalation point for new hires and handle complex customer inquiries/conflict with minimal assistance

Requirements

• 3+ years of professional customer service experience
• High School diploma or equivalency required; Associate’s degree preferred
• Demonstrated proficiency in keyboarding skills—ability to type approximately 45+ words per minute
• Experience with business tools such as SharePoint, MS Teams, and Windows Operating Systems
• Basic to intermediate Excel skills preferred
• Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred
• Experience navigating and utilizing corporate websites and eCommerce platforms, including chat functionality, preferred
• Consistently demonstrates approachability with team members and is team-oriented

Benefits

As an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes:

• Health, Prescription, Dental, and Vision insurance
• Life and Disability insurance
• Flexible Spending
• 401(k)
• Employee Assistance Program
• Paid Time Off and Holidays
• Wellness Program
• Social Events and Community Involvement

Click here for a summary of Employee Benefits.