Customer Service Representative - Ohio

About the role

This position is primarily responsible for providing effective customer service for all internal and external Sugaright Refining Services customers. The role requires excellent, in-depth knowledge of company products and customers’ product needs — both what and when — and the ability to maintain strong, continuous communication with customers’ representatives and appropriate Sugaright plant and management staff.

Responsibilities

• Provide timely and accurate information regarding customer delivery status to customers and plant management staff.
• Work closely with Inventory staff and Plant Management and Supervision to ensure all orders on a constantly changing schedule are met.
• Maintain accurate and timely schedules to ensure production needs and customer needs are met.
• Provide accurate and timely data to other company management as requested.
• Create all required paperwork and forms for product deliveries to customers.
• Provide timely feedback to company management regarding service failures or customer concerns.
• Strive to meet and exceed each customer’s service expectations.
• Perform other duties as assigned.
• Serve as backup for the Customer Service Representative when unavailable (Customer Service Manager acts as backup).

Requirements

• High school diploma or equivalent required; some college coursework desired.
• Minimum three years in a Customer Service role, ideally with Shipping/Bills of Lading experience.
• Logistics experience preferred.
• English fluency required; bilingual Spanish fluency helpful.
• Ability to read and write reports and business correspondence.
• Excellent verbal and written communication skills.
• Ability to effectively gather and present information and respond to questions from groups of managers, employees, and customers.

Skills

• Office machinery: computers, printers, fax machines, copiers.
• Microsoft Office Suite, specifically Excel, PowerPoint, and Access.

Physical demands

• Ability to work in dusty, wet, hot, or cold environments for extended periods.
• Prolonged sitting and standing, bending, stooping, and climbing.
• Eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and laboratory equipment.
• Normal range of hearing and vision (including color vision) to record, prepare, and communicate appropriate reports.
• Lifting up to 25 pounds.
• Exposure to machines, chemicals, and solvents.

Work environment

• Must understand vague and implicit instructions and react favorably in all work situations.
• Mentally adaptable and flexible in dealing with a variety of people.
• Emotional stability and personal maturity are important attributes.
• Ability to resolve problems, handle conflict, and make decisions under pressure.
• Ability to give, receive, and analyze information; formulate work plans; prepare written materials; and articulate goals and action plans.
• Must understand people and communicate effectively.
• Ability to perform basic and advanced math calculations, input data into a computer, and analyze data.

Schedule

Third shift: Monday–Thursday, 8:00 PM–6:30 AM. Training takes place Monday–Thursday, 8:00 AM–4:00 PM for approximately two weeks.

Location & reporting

Plant Facility. Reports to the Customer Service Manager. This role has no direct supervisory responsibilities.