Customer Service Representative
- Complete the order process from receipt and entry of customer order through shipment and delivery, using defined processes.
- Process orders proficiently and accurately to meet the required delivery date.
- Fields customer service inquiries and transactions independently and proficiently:
- Resolve customer problems by clarifying the customer’s complaint; determining the root cause, selecting, and explaining the best solution to solve the problem; expediting correction or adjustment with other departments; following up to ensure resolution
- Provide documentation to customers upon request, including but not limited to product, order status, and shipping information.
- Proficiency in all order types and process flow through all departments.
- Pleasant and professional demeanor
- Superior customer interaction skills
- Tender and monitor orders to carriers or brokers and use timely decision making to ensure on-time delivery.
- Identify carriers, manage performance, and negotiate rates through reporting and other available tools.
- Build outbound loads, assessing available carrier capacity.
- Confirms understanding of customer needs, issues, and requests.
- Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right people and escalating more complex issues to the appropriate level.
- Account maintenance to include regular updates of contact information, ship to requirements, etc.
- Provide customer service and operational support for both internal and external customers.
- Build sustainable relationships through open and interactive communication.
- Actively listens for and identifies opportunities to cross sell additional products and services.
- Reports orders lost/canceled due to pricing or changes in order pattern to sales team to retain customers and seek alternatives when possible.
- Provides the sales team with any requested information in a timely manner to maintain the account.
- Excellent verbal, written and analytical skills.
- Computer skills – MS Office, Oracle a huge plus
- Ability to multi-task, while remaining organized.
- Ability to react well under pressure and treat others with respect while maintaining professionalism.
- Identifies and resolves problems in a timely manner.
- Knows how to prioritize and schedule ahead.
- Work efficiently and effectively, both independently and as a team to ensure exceeding operational standards.
- Balances team and individual responsibilities and helps build a positive team spirit.
- Adapts and able to deal with frequent changes in the work environment.
- Able to manage difficult or emotional customer situations and responds promptly to requests to meet customer expectations.
- Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
- Ability to work in a fast-paced environment where flexibility is highly valued.
- Become familiar with products and pronunciation and applications.
- Ability to show initiative.
- Demonstrate kindness and respect to others while performing the duties that make up this job
- Positive and professional attitude
- Three (3)+ years of customer service in a Chemical company
- NetSuite experience a plus
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