Customer Service Representative

Position Overview

We are seeking 2 Customer Service Representatives (CSRs) to join our team. The CSRs will serve as the primary point of contact between our customers and our business, ensuring exceptional service throughout the order-to-cash process.

Responsibilities

• Manage customer orders through Customer Service work processes and systems.
• Handle all types of customer orders, including indent orders and services invoicing requests.
• Support customers with coordination of returns when required, following Qnity's Return Policies.
• Maintain a thorough knowledge of the businesses' products, businesses, applications, and service offerings.
• Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions.
• Weekly participation in meetings with the Supply Chain team to analyze possible material delays.
• Identify and deliver value added services.
• Proactively provide differentiated services to our customers by thoroughly understanding our service offerings.
• Differentiate between customer requirements and Qnity capabilities; choose the best/cost-effective solution.
• Support commercial strategies with Qnity customers across multiple businesses.
• Provide backup coverage as necessary.
• Establish and maintain relationships with the customers.
• Respond to sales team inquiries as: prices, stock, latest sales, etc.

Requirements

• Bachelor’s degree or equivalent is preferred.
• Develop proficiency as a Customer Service Representative.
• Proven ability to build and maintain strong customer relationships.
• Ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers.
• Ability to identify areas for improvement and escalate for change management implementation.
• Excellent interpersonal and written communication skills.
• Strong office skills.
• Salesforce.com experience is a plus.
• Knowledge of the Order to Cash (OTC) transactions in SAP.
• Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, Word, and Power BI).
• Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management.
• Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment.
• Logistics, operations, or manufacturing experience preferred.