Customer Service Representative

Job Title: Customer Service Representative

Location: Piscataway, NJ

Duration: 12 Months (Temp to Hire)

Job Type: Onsite

Work Type: Onsite

Top 3 Skills/Requirements:

Extensive customer service experience, has chemical/fragrance industry background, ability to multitask and provide customer service experience and SAP experience preferred.

Interview Process: Onsite with manager of customer service team

Education:

Bachelor Degree plus 1 year of comparable business experience preferred, or

• 4 years experience in Customer Care/Sales/Logistics related function

• Understanding of plant/warehouse systems and procedures for shipping, accounting, etc.

• Understanding of Logistics/Operations and impact to fulfilling customer orders.

• Provide order management support for Agilex Fragrances Customers, including order entry, allocation of material to orders, returns, invoice disputes and credit adjustments utilizing information systems.

Primary Responsibilities:

• Process customer complaints including the investigation and the resolution. Work cross-functionally across the Agilex and customer organizations to ensure appropriate problem resolution.

• Partner with operations colleagues (at Agilex and customer sites) to arrange for, and follow through, on all shipments and related transactions.

• Coordinate order status, availability (pricing, and delivery to customers). Works with Logistics and, and commercial management to achieve accurate and timely delivery commitments.

• Proactively communicates supply/delivery issues to assigned customers via daily review of open order reports.

• Respond to customers’ inquiries. Responsible for maintaining accounts with updated notes and procedures; also responsible for updating and maintaining contact information in SAP

• Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated database.

• Ensure special handling of large to complex customer’s requirements with regards to product specifications, special packaging, regulatory compliance, etc.

• Access customer databases (portals) to retrieve purchase orders; ensure proper notifications to customers in regard of order management and billing documents.

• Communicate customer expectations by interfacing with various Agilex Dept./areas

• Handles inquiries in Customer Service Group mailbox as well as voice mail system for all Agilex accounts.

• Works with credit and A/R to resolve customer disputes.

• Represent Account Management and interface externally with customers in meetings.

• Communicate pricing information to customers as needed.

• Identify sales orders assigned and incomplete or block status and try to resolve and/or escalate sales orders.

• Follow up with Sales Representatives and other internal leads to maintain feedback to ensure focused consistent service to customers.

• Process customer orders for diverse customer base, which have multi-level organizations while proactively maintaining ongoing relationships with customer and Agilex sales staff.

• Provide customers with all requested documents including C of A, MSDS, COFA, specs, or any other regulatory or documentation requests as needed.

• Act as a liaison between customers and internal departments on special requests.

• Compile and maintain SOP/reports for assigned accounts, as needed.

• Perform other related duties as required in the Customer Service Department.

Additional Job Competencies / Job Relationships / Specialized Skills:

• Demonstrated ability to synthesize and identify priorities/specific issues with customers.

• Demonstrated ability to direct issues to correct internal stakeholder. (i.e. QC, marketing team, sales, Production, purchasing, etc.)

• Knowledge in sales and distribution (SD) module such as: sales order and delivery functions, invoicing, credits/debits and return goods processes.

• Familiar with interactions with production planning, material management, inventory management and logistics (i.e., freight, pallet quantities)

• Excellent interpersonal skills.

• Exceptional verbal and written communication skills.

• Excellent computer skills including Windows-based applications.

• Excellent Organizational skills

• Detail oriented including follow up, quality focused, problem solving skills, conflict resolution experience

• Analytical, results and solution oriented, as well as customer and team focused.

• Ability to work in a fast-paced environment where “multitasking” is a must

• Independent Worker. Works well under pressure & good at meeting deadlines.