Customer Service Representative

Company Conformance Statements

In the performance of their respective tasks and duties all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers, and suppliers.
• Work effectively as a team contributor on all assignments.
• Support the efforts of management in meeting profit and growth objectives as established in the strategic business plan.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and the organizations.
• Work safely, within the company guidelines, standard operating procedures (SOP) and Job Safety Analysis (JSA).

Job summary

The Customer Service Representative is the most important liaison between Quantix and our customers. Their goal is to proactively retain and develop our customer relationships. They provide one on one service to our customers while communicating their daily needs and providing key information to help prevent and solve issues. The Customer Service Representative recognizes customer needs and coordinates internal and external activities to make things happen in a timely and reliable manner. They build relationships through service, communication, and product knowledge.

Summary of essential job functions

This job includes the following duties and any other as assigned by their manager:

• Must work well in a team environment and strive to support the needs of both the customer and other departments.
• Communicate clearly and effectively between external customers and all internal Quantix divisions to ensure the expeditious handling of all customer orders, requests, ‘special’ requirements, and other needs.
• Ensure that all required documentation is sufficiently detailed to meet the needs of other departments within the company and all “special handling” requirements set fort by individual customers are properly communicated
• Demonstrate good reasoning and judgment when investigating and solving problems and seek guidance as necessary.
• Complete appropriate incident and nonconformance reports as required.
• Demonstrate the ability to tactfully handle difficult situations and negotiate mutually satisfactory resolutions to situations that arise during the day-to-day performance of the functions of the position.
• Regularly meet deadlines for time sensitive activities. Demonstrate the flexibility to handle diverse situations to maintain the highest possible levels of service to the customer base.
• Recognize and perform duties which are expected although not directly assigned. The individual is to be proactive in recognizing potential customer service problems and act accordingly to remedy any situations.
• Perform all responsibilities and duties with a minimum of supervision and direction.
• In the performance of their assigned job, each employee’s focus will also be on the continuous improvement of the tasks involved and how to improve on the methods used or the flow of activities necessary to provide a Quality service to the customer.
• Perform any other duties deemed necessary by the Account Manager for the successful operation of the department.

Abilities required

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions. While performing the responsibilities, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

EOE STATEMENT We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Minimum requirements

• Excellent problem solving, organizational, time management and analytical skills.
• Exceptional communication ability with both external and internal customers.
• Computer proficiency in Microsoft applications.
• Ability to become proficient with various customer’s SAP and web-based operations systems.
• Ability to answer a high volume of calls and/or emails daily.
• Ability to share work amongst a customer service team.
• Ability to exhibit attentiveness and patience.
• Must be self-motivated and be able to perform duties in an independent manner with minimal supervision.
• Previous Liquid Chemical Customer Service, Account Management, and/or Inventory experience preferred.
• High School Diploma (or equivalent) required; Bachelor’s Degree preferred.