Customer Service Representative II

About the role

Customer Service Representative (CSR) engages and supports Customer Service efforts in all aspects of operating needs. To be successful in executing these responsibilities, the CSR must be well organized and able to follow up on multiple tasks, communicate effectively, analyze diverse data and solve problems, function under pressure, and be team oriented.

Responsibilities

• Communicates with customers via phone and email
• Accurately processes incoming orders from customers
• Covers internally to fill customer request or, if needed, places order with supplier for direct shipment
• Covers delivery schedule and instructions with transportation department
• Arranges with customer for return of empty containers after product has been used
• Responds to customer inquiries regarding product availability, scheduling, back-orders, pricing, account status, etc
• Supports field sales representatives by providing timely customer information
• Covers resolution of customer complaints
• Covers with inventory manager to ensure inventory to fulfill customer orders
• Informs management of recurring problems and conditions
• Performs other tasks and assignments as needed to maintain consistent delivery of quality chemical products
• Contributes to Company profitability by maintaining customer satisfaction and exceeding customer expectations

Requirements

• Associate or bachelor’s degree in business, Communications or related field preferred
• 1-2 years related experience in a fast-paced manufacturing environment
• Computer proficiency in MS Excel and MS Word, as well as familiarity with general order entry function of ERP systems
• Competency in mathematical concepts and computations (i.e. multiplication and division, addition and subtraction, percentages, fractions, ratios, metric conversions, etc.)
• Speak, write and understand English fluently
• Ability to solve practical problems and deal with changing conditions
• Organization and planning skills
• Technical background in chemistry helpful but not required
• U.S. citizen or permanent resident status

Qualifications

• Associate or bachelor’s degree in business, Communications or related field preferred
• 1-2 years related experience in a fast-paced manufacturing environment
• Computer proficiency in MS Excel and MS Word, as well as familiarity with general order entry function of ERP systems
• Competency in mathematical concepts and computations (i.e. multiplication and division, addition and subtraction, percentages, fractions, ratios, metric conversions, etc.)
• Speak, write and understand English fluently
• Ability to solve practical problems and deal with changing conditions
• Organization and planning skills
• Technical background in chemistry helpful but not required
• U.S. citizen or permanent resident status

Skills

• Well organized
• Effective communication
• Data analysis
• Problem-solving
• Teamwork
• Customer service
• Mathematical computations
• English fluency
• Problem-solving under pressure
• Technical background in chemistry (optional)

Benefits

• Competitive salary
• 100% company-funded Profit-Sharing Plan (up to 25% of salary annually)
• 401(k) with traditional and Roth contribution options
• Comprehensive benefits: medical, dental, vision, life insurance, short- and long-term disability, HSA/FSA, 3+ weeks of PTO, and paid holidays
• Education reimbursement and ongoing professional development

Pay

The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience).

Schedule

N/A

Benefits

• Medical
• Dental
• Vision
• Life insurance
• Short- and long-term disability
• HSA/FSA
• 3+ weeks of PTO
• Paid holidays

Education reimbursement and ongoing professional development

Available

Why Thatcher is right for you

Competitive salary
100% company-funded Profit-Sharing Plan (up to 25% of salary annually)
401(k) with traditional and Roth contribution options
Comprehensive benefits: medical, dental, vision, life insurance, short- and long-term disability, HSA/FSA, 3+ weeks of PTO, and paid holidays
Education reimbursement and ongoing professional development

Physical Requirements

• Use of computer keyboard and mouse
• Use of telephone with wireless headset
• Sit in one place for extended periods of time, but may also require some limited movement around office location
• No heavy lifting required