Customer Service Representative
Location
Mission, TX | United States
Job description
Customer Service Representative
JOB-10041010
Anticipated Start Date
March 18, 2024
Location
Charlotte, NC
Type of Employment
Contract Hire
Employer Info
Building a sustainable future through chemistry is our client’s mission. Using their global footprint, they focus on social responsibility, innovation, sustainability, and environmental protection. Thanks to their expertise, they contribute to an enhanced quality of life for everyone.
Job Summary
For those interested in Customer Service Representative role, then this is the perfect job for you. The qualified candidate will be responsible for the management of customer orders through the entire order fulfillment process. The Customer Care Representative will ensure complete customer satisfaction through timely, thorough follow through, keeping the customer appraised of their account status. The Customer Care Representative will function in a team environment while retaining the ability to empower themselves to perform their specific job functions and make decisions that are in the best interests of the customer and Company.
Job Description
Business environment (market/external conditions/challenges the job faces on a regular basis):
- This position interacts with multiple disciplines internally – planning, sales, marketing, and logistics as well as managing multiple systems and multiple customer organizations. This position also interacts with many different customers.
Level of Autonomy/Decision-Making Responsibility:
- This position receives general business and strategic guidance from their direct supervisor and has input into operational strategies. Customer services do have access to a number of solutions however decision-making will require creative solutions given the complexity of each customer.
Internal and external relationships (other than the supervisor, what other positions does this job interact with and why):
- Planning Team – to better understand product availability.
- Credit Manager – to understand the timing on releasing orders when customers are stretched on their credit limits.
- Sales – to ensure orders are placed to match appropriate monthly sales phasing targets.
- Retail Connect Team – to ensure Retail Connect customers are placing orders to match month-phasing targets.
- Logistics- to ensure orders will be processed and managed according to the customer’s requests.
- Assisting in the resolution of outstanding credit issues, non-conformances, and various supply chain related projects. This position will interface with various functions within the business: Marketing, Sales, and Logistics, at all levels of the organization.
- Manage customer service through the order fulfillment process. The role is responsible for ensuring that internal and external customers have a positive experience that meets or exceed their expectation while adhering to core business metrics.
Responsibility % of time
- Receives, processes, and follows up on customer orders in SAP and provide a response to external and internal customer inquiries. Internal customers such as the sales team, planning, logistics, credit, controlling, marketing, and quality (50%)
- Verifies order parameters such as availability, specifications, pricing, delivery options, etc., and directly initiates the necessary actions required to resolve any differences between the customer’s requirements and Company's ability to satisfy them (15%)
- Prepares reports and maintains key business tracking information during the season. (15%)
- Process Non-Conformance in SAP. Tracks complaints and identifies opportunities for corrective and preventive actions. (20%)
Skills Required
- SAP experience required.
- Medium or advance excel.
- Computer proficiency and ability to handle multiple Microsoft programs.
- Strong analytical and reporting skills to support the sales and accounts teams.
- Effective problem-solving skills
- Strong written and verbal skills
- Ability to set priorities and make decisions in a dynamic work environment as required.
- Strong teamwork skills.
- Experience: 0-3 years
Education/Training/Certifications
- A certificate or diploma in Business Administration or Marketing. With at least 2 years of experience in a business or customer service-related position.
Additional Requirements
- Work Schedule: Weekdays 8-5
Pay Rate
- Starting at $25.00 per hour and more depending on experience.
- We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Job tags
Salary
