Customer Service Representative

About the Role

Ellsworth Corporation, a global, industry-leading distributor of specialty chemicals and equipment and adhesive manufacturer, currently has a Customer Service Representative opportunity at Ellsworth Adhesives. This role reports into the Specialty Chemical Distribution (SCD) Division located in Germantown, WI. This is a hybrid role.

You will drive the customer experience and process incoming transactional customer requests with a strong sense of urgency and accountability.

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, in order 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 get ahead of customer issues, including customer shelf-life discrepancies
• Contribute to training material/initiatives/topics in the department
• Demonstrate a high level of product, system and customer expertise
• Act as escalation point for new hires and handle complex customer inquiries and conflict with minimal assistance

Qualifications

• 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 approx. 45+ words per minute
• Experience with business tools such as SharePoint, MS Teams, 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, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more.