Customer Service Representative - Hybrid

About the role

The Customer Service Representative in Allentown, PA serves as the primary customer interface for order management and issue resolution. The role supports the business by providing high-quality service, meeting customer requests, and ensuring overall customer satisfaction.

Responsibilities

• Coordinate and execute customer service activities, including order management, customer communications, complaint resolution, and special handling tasks, while maintaining high levels of customer satisfaction and ensuring strict adherence to internal processes and procedures in a dynamic business environment.
• Maintained strict adherence to global safety, regulatory, and Product Stewardship standards while auditing sales order pricing to ensure full alignment with business rules and SOX compliance.
• Direct all omnichannel customer communications—including email, phone, web, and fax—while managing daily service activities, order workflows, and data processing within SAP.
• Drive timely order execution and dispute resolution while building lasting client relationships through proactive, responsive service and rigorous issue follow-up.
• Manage Vendor-Managed Inventory (VMI) lifecycles—including forecasting, stock reconciliation, and consignment logistics within SAP—while collaborating with supply chain teams and carriers to ensure timely customer delivery.
• Direct complex electronic customer workflows including consignment operations, blanket purchase orders, and self-billing while establishing accounts, managing queues, and maintaining critical job aids and standard work instructions.
• Partner closely with Sales, Supply Chain, Quality, and Market Management teams to align local logistics operations and ensure the accurate, timely delivery of goods to customers.
• Provide specialized tech support for consignment applications, diagnosed system errors, managed automated data workflows for custom documentation, and served as a Power User for testing and deploying new system enhancements.
• Process debit and credit memos, executed holding adjustments, and managed prepayments while building master data workbooks and collaborating with credit, collections, and billing teams to support margin enhancing customer services.
• Maintain strict adherence to global trade compliance, export regulations, and safety standards while partnering with freight forwarders to secure timely deliveries and managing the end-to-end return process for all container types.
• Generate periodic reports to monitor and support clean desk policy compliance, including open orders, billing blocks, ATP escalations, and related activities.

Qualifications

• High School Diploma or GED.
• 3+ years of experience in customer service or other administrative support roles.
• Data quality focus.
• Deliver high quality written and verbal communication in fast paced, dynamic team environments while leveraging strong problem-solving skills, strict attention to detail, and a proactive work ethic to manage custom requests, resolve customer complaints, and adapt smoothly to changing organizational needs.
• Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Knowledge and experience handling consignment.
• Knowledge of SAP system in Sales and Distribution module.

Benefits

• Health insurance
• Paid time off (PTO)
• Retail contributions
• Other perquisites