Customer Service Representative - RCNA (HB)

Objective / Purpose

The primary purpose of this role is to manage the process flow of customer orders and make critical and timely decisions related to customer needs. Our customer service department is the front-line for customers’ requests and as such is tasked with formulating plans to address each situation with creativity, openness, and geniality. Customer service is responsible for decreasing the order error rate and increasing customer satisfaction. They are required to develop and strengthen account relationships.

Areas of Responsibility / Tasks

Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.            

• Independently manage customer accounts – each customer service rep is assigned specific accounts that they are responsible for overseeing and influencing for optimal satisfaction
• Enter customer orders into the sales software efficiently and correctly
• Communicate with customers regarding order status making sure the customer has the most up to date information
• Fulfill orders with appropriate inventory
• Schedule carriers for external warehouses
• Place purchase orders with vendors when needed for direct shipments to the customer
• Build strong relationships with key purchasing personnel to have a distinct understanding of their needs. Use that unique understanding to critically assess orders for accuracy and consistency
• Acts as the front line resolution manager for incoming questions and complaints using discretion on how to address and devising appropriate solutions and alternatives
• Creates finished products by compiling sales orders and composing recipes for outside processing
• Manages the order process flow from receipt of order to delivery ensuring all steps are completed with accuracy and timeliness
• Has a broad understanding of technical chemical elements in order to assist with customer questions. Continues to invest in being educated on the more detailed and complex chemical identities.
• Generates and organizes sales leads as opportunities permit and pursues opportunities for account growth when warranted
• Exhibits tact, patience, and diplomacy while wading through complex problems
• Coordinate with outside warehouses and determine best plan of action for scheduling pickups and deliveries.
• Oversees pricing precision and communicates closely with the pricing personnel to insure accurate invoicing
• May include other duties as assigned

Minimum Qualifications / Education / Certifications

1. Education:
   1. High School diploma required
   2. Bachelor's degree or related training equivalent preferred
   3. Minimum of 5 years of relevant work experience in similar title and scope of responsibility - preferred
2. Experience using Microsoft Office and SOP software
3. Excellent written and oral communication skills
4. Ability to create, enhance, and maintain customer relationships
5. Handles fast paced and stressful situations well
6. Exceptional customer service skills
7. Self-motivated with the ability to work accurately and efficiently
8. Maintain organization amongst a process flow with moving pieces
9. Skilled in investigating issues and formulating creative solutions
10. Applicants must be authorized to work in the U.S.

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore must be adaptable to.

1. Must be comfortable working in a shared space, with constant noise, with/or without the use of a private office.
2. Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

Physical Requirements / Demands:

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

1. While performing the duties of this job, the incumbent is regularly required to communicate verbally, read and comprehend information, type on a consistent and daily basis.
2. While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus,  airplane or other means of transportation which require sitting, waiting and standing for long and short periods of time.