What are the responsibilities and job description for the Customer Service Representative position at Olin Corporation?
Olin Chlor Alkali Products and Vinyls, a division of Olin Corporation, is seeking a Customer Service Representative. This position will be located in Houston, TX. Additional locations may include McIntosh, AL. The Customer Service Representative will support either our Epoxy or Chlor Alkali Products and Vinyls division. This Customer Service Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to Olin. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero defect customer satisfaction. They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer.
In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected they know what it takes to go above and beyond the daily calls from customers to build customer loyalty and confidence. The Customer Service Representative will determine the service and quality requirements of assigned accounts and coordinates all Olin activities to meet these requirements.
Olin Corporation is a leading vertically-integrated global manufacturer of chemical products and a leading U.S. manufacturer of ammunition. Olin is the world’s leading producer of chlor alkali products and vinyls, the number one supplier of epoxy materials, the number one global seller of membrane caustic soda and chlorinated organics and the number one North American seller of chlorine, bleach and hydrochloric acid. Winchester's principal manufacturing facilities produce and distribute sporting ammunition, law enforcement ammunition, reloading components, small caliber military ammunition and components and industrial cartridges.
Essential Functions:
- Performs Order Management activities, handle routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading activities of the order process utilizing work process, business strategy, and best practice
- Manages customer inventory, using telemetry or other automated systems, with a high degree of accountability
- Manages customer accounts and is responsible for all customer needs and inquiries
- Realizes and anticipates how events and trends are likely to affect the customers' future needs. Leverages many internal resources to optimize customer orders
- Executes System and Technology requirements by executing complex work process through multiple systems and technology including: SAP, Rail Fleet System, Elemica, Telemetry, and Rail tools
- Provides product availability, specifications and schedule information within established guidelines
- Optimizes freight, prevents pre-buys, and utilizes ship points and package size as well as logistics improvements
- Serves as link between customers, logistics, sales, quality, technical services and accounting to assure responsiveness
- Tracks order activity and alerts appropriate staff of any potential delivery problems. Expedites the delivery of selected orders
- Researches and obtains resolution of a variety of customer complaints
- Supports Technical Services as needed to resolve technical difficulties and issues with the customer
- Processes daily shipments (rail, truck, barge)
- Supports accounting as needed with investigating payment discrepancies and makes adjustments to bring accounts up-to-date
- Maintains proper relationships with the sales force and technical services to understand their requirements and priorities relating to customer needs
- Prioritizes work and shifting demands to include special projects and plant committees
- Maintains working knowledge of the company's products, current plant production and shipping capabilities
- Rotates on-call after hours to support customer needs
Position Requirements:
- High School diploma or GED required; Bachelor's degree* in Business, Logistics/Transportation, Marketing or related field preferred
- 1-3 years of relevant Customer Service experience; experience with Logistics is preferred
- Good working knowledge of Microsoft Office products
- Proficient in the use of SAP/ERP systems preferred
- Ability to learn new technology quickly
- Outstanding customer service skills and sound judgment
- Interpersonal skills with the ability to be versatile and flexible with team members, business partners and customers, while effectively influencing others and managing outcomes
- Effective time management and ability to handle multiple shifting priorities in a fast-paced environment
- Excellent verbal and written communication skills
- Ability to be on-call on a rotating basis
- Prior Olin experience in a relevant position preferred
*Degree must be from a school that is accredited by an accrediting agency recognized by the Secretary of Education of the U.S. Department of Education or equivalent program from an international university.
*Olin does not provide any form of sponsorship to applicants not authorized to work in the US.
Olin is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
