What are the responsibilities and job description for the Customer Solutions Specialist position at Essentra?
Essentra is a leading provider of essential components and solutions. Every day we produce and distribute millions of small but essential products.
Our international network extends to 28 countries, with headquarters in the United Kingdom and includes 14 manufacturing facilities, 24 distribution centers and 33 sales & service centers.
At the center of everything is our purpose, to responsibly provide the products and services our customers need to succeed. Put simply, our purpose is why we exist as a company. Many companies claim to be changing the world; we don’t. But we do make a powerful difference to our customers. We make it work. Every one of us. Every day.
Essentra is hiring an EDI Solutions Specialist that can be based in one of the following locations: Erie, PA, Westchester, IL, Flippin, AR or Houston, TX. This role is responsible for providing all phases of external and internal customer service to support existing EDI (Electronic Data Interface) customers and sales team partners, and interact with all functional departments within the business. The representative will be expected to deliver a ‘Hassle Free’ experience to the customer on a day-to-day basis. This is a hybrid position that will require working in the office 3 days per week. This is also an hourly position that earns overtime if the employee works over 40 hours in a regular workweek.
Typical Accountabilities:
Perform EDI (Electronic Data Interchange) activities, order processing and customer service.- Develop a deep understanding of Essentra’s software Systems (BPCS, MSS and D365).
- Monitor, track and release EDI orders to the warehouse as needed.
- Display high level dispute resolution and complaint management skills.
- Access customer portals on an as needed basis.
- Handle customer service inquiries with a sense of urgency.
- Inform customers of shipping dates and any possible delays.
- Work directly with production and supply chain to resolve order fulfilment issues.
- Expedite orders at customer request.
- Change/update/maintain existing customer information.
- Communicate clearly and exemplify strong teamwork both internally & externally
- Cooperate with other members of the team to meet customers’ needs.
- Work directly with Sales Reps regarding customer orders, pricing and payments issues.
- Work directly with Finance to resolve any short pays or overpayments. Log discrepancies.
- Manage quality issues to gain better understanding and resolve on a timely manner. Log customer complaints.
- When required, gather information regarding pricing, costs, account status, shipment history, etc.
- Maintain the highest standard of safety in the office and warehouse and hold others to the same standard.
- Attend department meetings as required.
Skills and Experience:
At least 1 year of related experience is preferred in customer service, sales, or similar job function- General PC skills and proficient in Microsoft Office (Outlook, Excel, and Word)
- Handles customer inquiries with a sense of urgency
- Must act with openness, honesty, and integrity
- Must be detail-oriented and accurate
- Must have strong verbal and written communication skills and the ability to work well with customers and internal team members
- Ability to multi-task, prioritize, and manage time effectively
- Must be a positive thinker/team player, along with a can-do attitude
- Provides “Hassle-Free Customer Service” to internal and external customers
- Basic to mid-level math and analytical skills
- Exemplifies Essentra’s health, safety, and employee engagement culture.
- Ability to successfully navigate multiple conversations and communications simultaneously through effective multi-tasking.
- Must be able to positively manage frustration and stress in a fast-paced atmosphere.
- Must be patient, empathetic and be able to put themselves in the customers’ shoes.
- Must be able to identify and assess customers’ needs to exceed their expectations.
- Ability to manage difficult or emotional customer situations with professionalism and diplomacy.
- High school diploma required, and Associate's degree preferred, or 3 years’ experience in related sales/customer service field
What We Offer:
Competitive pay, bonus incentive, full benefits package, and paid time off.
