What are the responsibilities and job description for the Customer Service Representative position at Sellars Absorbent Materials?
Description
Make The Right Move & Roll With Us!
Join Our Growing Team! Our Customer Service Representative ensures a high level of customer service to Sellars customers through effective communication. Complete timely processing of customer sales orders and timely resolution to customers for product questions and/or concerns.
Essential Duties and Responsibilities include the following:
Customer Support:
- Work closely with sales organization to manage customer accounts. Keep appropriate personnel informed of order activities and priorities.
- Recognize new business opportunities and work with the appropriate personnel to ensure necessary action is taken.
- Act as liaison between customers, sales and the company, helping to build and maintain relationships.
- Provide advance phone support for customers, assisting with problem resolution. Provide technical support with regard to product and application data. Answer requests for pricing, availability and delivery information.
Procedures:
- Manage the order entry process and ensure that customer orders are processed in an accurate and timely manner from the scheduling process through the shipping process. Work with credit/planning/shipping departments and freight forwarders to ensure on time delivery.
- Proactively represent the customers in all aspects of the quoting and ordering processes.
- Coordinate logistics by working with customers, scheduling, production, warehousing and shipping to ensure 100% customer satisfaction.
- Maintain knowledge of product and pricing.
- Prepare order reports for customers as requested.
- Work with the credit department to investigate and resolve customer payment discrepancies. Issue credits as required.
- Investigate customer complaints, and assist the customer experience manager in determining and reporting on the causes and corrective actions.
- Maintain customer and order file integrity to ensure accurate and current information is available.
- Manage the rebate procedure, tracking and issuing appropriate credits as directed.
Knowledge and Skills Required:
- Outstanding customer communication skills with superior follow-through, as well as strong verbal and written communication skills.
- Must be able to maintain a positive attitude with customers, keeping “customer satisfaction” as a guiding factor, as well as with personnel from within the Sellars’ organization.
- Strong analytical and problem-solving skills.
- Strong organizational skills and high attention to detail.
- Proficient computer skills, with strong knowledge of Microsoft Excel, Word and Outlook. Handle all correspondence in a professional and timely manner.
- Outstanding telephone skills and etiquette.
- Exceptional organizational and problem solving skills. Able to be a pro-active solution seeker.
- Quick learner – able to acquire thorough knowledge of multiple product lines quickly.
Education and Experience Required:
- A minimum of five years of Customer Service experience required
How we take care of you!
We frequently seek avenues to enhance our total rewards package as we recognize that our associates are a significant asset to our success and the community! All benefits are available to you from day one!
Medical insurance • Flex Spending Account • Dental • Vision • Voluntary Supplemental insurance • Employee Assistance Program • Short-term Disability • Long-term Disability • 401K (100% company match on the first 4% & total company match of 5%) • Employee Referral Bonus
Sellars Absorbent Materials is an equal opportunity employer. Sellars Absorbent Materials does not discriminate on the basis of race, religion, color, national origin, gender, age, disability, marital status, sexual orientation or any other characteristic protected under applicable law. All employment decisions are made on the basis of qualifications, merit and business need.