Customer Service Representative - Harrisonburg

TITLE: Customer Service Representative

REPORTS TO: Customer Service Manager

LOCATION: Plant Facility

Document Date: 02/23/202025

**RESUME REQUIRED**

Required Schedule:

Monday – Friday 7:00 AM to 3:30 PM

Every Other Weekend – On-Call Availability

Job Purpose Summary:

• This position is primarily responsible for providing effective customer service for all internal and external Sugaright LLC. Refining Services customers. This position will require excellent, in-depth knowledge of the company products and customers’ and customers’ product needs, both what and when, and will require the ability to maintain strong and continuous communication with customers’ representatives and appropriate Sugaright LLC. Plant and management staff.

Essential Responsibilities:

• Provide timely and accurate information regarding customer delivery status to customers and plant management staff.
• Work closely with the Operators and Plant Management to meet all orders on a constantly changing schedule.
• Maintain accurate and timely schedules to meeting production and customer needs.
• Provide accurate and timely data to other company management as requested.
• Change / Verify all required paperwork and forms for product deliveries to customers.
• Provide timely feedback to company management regarding service failures or customer concerns.
• Strive to meet and exceed each customer’s service expectations.
• Perform other duties as assigned

Education and/or Experience:

• High School diploma or equivalent required, some college coursework desired.
• Minimum three years in a Customer Service role, ideally with Shipping/Bills of Lading and Inventory or related work experience.

Language Skills:

• English fluency is required. Bi-lingual Spanish fluency could be helpful (Not Required)—the ability to read and write reports and business correspondence required. Excellent communication skills, both verbal and written, are required. The ability to effectively gather and present information and respond to questions from groups of managers, employees, and customers is also required.

Materials and Equipment Directly Used:

• Office machinery including computers, printers, fax machines, copiers, etc.
• Microsoft Office Suite, specifically Excel, PowerPoint, and Access.

Physical Demands/Working Environment:

• The physical demands and work environment characteristics described here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

Physical Demands:

• Ability to work in dusty, wet, hot, or cold environments for periods of time
• Requires prolonged sitting and standing, bending, stooping, and climbing
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and laboratory equipment
• Requires normal range of hearing and vision (including colors) to record, prepare, and communicate appropriate reports
• Requires lifting up to 25 pounds. Requires exposure to machines, chemicals, and solvents

Work Environment:

• Must understand vague and implicit instructions and react favorably in all work situations.
• Must be mentally adaptable and flexible when dealing with various people and situations.
• Emotional stability and personal maturity are important attributes in this position.
• Must be able to resolve problems, handle conflict, and make decisions under pressure.
• Ability to give, receive, and analyze information, formulate work plans, prepare written materials, and articulate goals and action plans.
• Must understand people and be able to communicate effectively.
• The ability to do basic and advanced math calculations, input data into a computer, and analyze data is required.

Requirements:

• Must be able to utilize and understand all Microsoft Programs (Excel, Word, PowerPoint)
• Must have experience with computers and programs
• Must be dependable and reliable