What are the responsibilities and job description for the Customer Service Representative position at Covia?
Covia is a leading supplier of minerals and material solutions to the industrial and energy markets. Covia's rich legacy includes many achievements across industries and capital success through partnership. Our ability to deliver the right product, to the right place, at the right time, is unmatched. Just as strong is our commitment to building partnerships that help our customers succeed.
Quality and innovation are at the foundation of Covia; but our real strength is our people. Covia employs a diverse and highly-skilled team of professionals to convert natural minerals into engineered solutions for our customers. Every member of our team has a valuable opportunity to help shape our future and make a positive impact on the world around us through our commitment to the locations where we live and work.
Covia has an immediate opening for a Customer Service Representative at our Thompson, OH location. This role is crucial in managing customer interactions and ensuring a seamless experience for our clients. The Customer Service Agent will serve as a liaison between our customers and the plant, addressing inquiries, processing orders, and resolving issues to maintain high levels of customer satisfaction.
The successful incumbent will have the following Key Accountabilities:
- Customer Interaction: Handle incoming customer inquiries via phone, email, and in-person with professionalism and efficiency.
- Order Processing: Manage and process customer orders, including order entry, scheduling, and follow-up to ensure timely delivery.
- *Bill of Lading Processing: Manage and process bills of lading, including communications to customers regarding BOL's, and management of scale procedures and truck drivers.
- Delivery Coordination: Manage and coordinate with delivery carriers Covia partners with to manage deliveries customers pay Covia to manage for them.
- Issue Resolution: Address and resolve customer complaints and issues promptly, coordinating with relevant departments as necessary.
- Product Information: Provide accurate information about our silica products, including specifications, pricing, and availability.
- Documentation: Maintain accurate records of customer interactions, transactions, and feedback.
- Coordination: Work closely with the Plant Manager and other departments to ensure customer needs are met and to facilitate smooth operations.
- Reporting: Generate and analyze reports on customer service metrics and trends to identify areas for improvement.
- Compliance: Adhere to all company policies and safety regulations while interacting with customers and performing job duties.
- Assist with routing inbound mail and packages
- Schedule time off in coordination with the other Customer Service Agent to ensure that at least 1 agent is always working during normal business hours
- Ability and willingness to assist with other tasks
The successful incumbent will have the following Minimum Qualifications:
- Education: High school diploma or equivalent; Associate's or Bachelor's degree in business or related field is a plus.
- Experience* Minimum of 2 years of experience in a customer service role, preferably in a manufacturing or industrial environment.
- Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM software.
- Ability to manage multiple tasks and prioritize effectively.
- Attributes: Professional demeanor, customer-focused attitude, and ability to work collaboratively within a small team.
Benefits:
- Excellent Healthcare Benefits - medical, vision, dental
- 401K with company matching
- Vacation Paid Holidays
- Disability, Life / AD&D, and Long-Term Care Insurances
- Employee Assistance Program
At Covia, we strive for and support a diverse workforce as we firmly believe this lays the foundation of our success. Our compelling culture supports inclusion, individuality and respect within the workplace. We are committed to providing employment opportunities to the most qualified candidate based on work-related factors and without regard to non-work-related factors including race, color, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, disability, or military service or reserve or veteran status.
The organization offers competitive salaries, advancement opportunities, and a full range of benefits.
An Equal Opportunity Employer
IND2
At Covia, we strive for and support a diverse workforce as we firmly believe this lays the foundation of our success. Our compelling culture supports inclusion, individuality and respect within the workplace. We are committed to providing employment opportunities to the most qualified candidate based on work-related factors and without regard to non-work-related factors including race, color, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, disability, or military service or reserve or veteran status.
An Equal Opportunity Employer
