In this fast-paced work environment, the customer service representative is the first contact with customers. The duties and responsibilities of the CSR include, but are not limited to, receiving customer purchase orders via email or customer portal, and entering them in the company ERP system. Maintaining solid customer relationships by handling questions and concerns with accuracy, professionalism, and in a timely manner. Perform data entry and uses multiple software programs. The position requires research skills to help resolve customer issues, updates, and complaints. Excellent communication abilities and proven alphanumeric data entry skills are essential.
Summary of Essential Job Functions
First contact with customers. Provide communication via phone or email on product/service information, answer questions, and resolve any emerging problems that our customer accounts might face professionally, accurately and in a timely manner.
Enter orders received via email or customer portal into D365.
Enter sample orders received from the business development and commercial team into D365 when applicable.
Correspond with customer regarding orders, inventory, pricing, status, freight charges, delays and/or any other shipping details.
Enter railcar billing information in Union Pacific portal for scheduling and tracking railcar customer orders.
Email requested documentation to customer.
Request export bookings and prepare required export documentation for customer and freight forwarders.
Check inventory to ensure product availability.
Work closely with commercial team in reference to account details, pricing, issues, etc.
Request freight quotes from freight forwarders as needed.
Coordinate with freight forwarders and steamship lines on export orders.
Set up new customer accounts and maintain existing customer accounts in D365.
Cross train on all customer accounts.
Issue price adjustment requests to upper management for approval.
Send collection emails to potential credit hold customers and work with accounting on any current credit holds.
Contact customers regarding their forecast as requested.
Handle customer complaints in accordance with company procedure and enter them into the Dakota software.
Work with regulatory department to complete customer surveys, REACH request, TDS, SDS and any other applicable documentation requested by the customer or an outside organization.
Inform the warehouse of any short notice changes, scheduling appointments, and carrier needs.
Update the production planning manager on any short lead time orders or inventory issues.
Prepare and email an Open Orders report to DCC open order group and plant supervisors.
Performs related work as required and other duties as assigned.
Adhere to department and company policies / procedures.
Additional duties as assigned
Qualifications
Required skills
High School Diploma or GED
3 to 5 years of customer service experience, chemical manufacturing industry experience preferred.
Microsoft Suite experience (Word, Excel, Access, PowerPoint)
Order entry experience
Strong communication (verbal and written) and organizational skills
Ability to problem solve
Ability to be adaptable
Ability to work in a fast-paced and open concept environment
Ability to multi-task, prioritize, and manage time effectively
Ability to share work among customer service team when applicable
Desired skills
Associates/Bachelor's Degree
SAP experience
Railcar experience
Import / Export / International shipment experience
Physical Demands & Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job may require the following: primarily sitting while working on computer /speaking on the phone and reaching above shoulder heights and below the waist as required to file documents or store materials throughout the workday and lift up to 50 pounds on occasion. Proper lifting techniques are required.
Primary environment: Inside working area - ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. May occasionally require exposure to the manufacturing areas where certain areas require the use of personal protective equipment such as safety glasses with side shields, hard hat, steel-toed shoes and mandatory hearing protection. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
