Customer Service Representative

• Complete the order process from receipt and entry of customer order through shipment and delivery, using defined processes. 
• Process orders proficiently and accurately to meet the required delivery date.
• Fields customer service inquiries and transactions independently and proficiently:
  • • Resolve customer problems by clarifying the customer’s complaint; determining the root cause, selecting, and explaining the best solution to solve the problem; expediting correction or adjustment with other departments; following up to ensure resolution
• Provide documentation to customers upon request, including but not limited to product, order status, and shipping information.
• Proficiency in all order types and process flow through all departments.
• Pleasant and professional demeanor
• Superior customer interaction skills

• Tender and monitor orders to carriers or brokers and use timely decision making to ensure on-time delivery.
• Identify carriers, manage performance, and negotiate rates through reporting and other available tools.
• Build outbound loads, assessing available carrier capacity.

• Confirms understanding of customer needs, issues, and requests.
• Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right people and escalating more complex issues to the appropriate level.
• Account maintenance to include regular updates of contact information, ship to requirements, etc.
• Provide customer service and operational support for both internal and external customers.
• Build sustainable relationships through open and interactive communication.

• Actively listens for and identifies opportunities to cross sell additional products and services.
• Reports orders lost/canceled due to pricing or changes in order pattern to sales team to retain customers and seek alternatives when possible.
• Provides the sales team with any requested information in a timely manner to maintain the account.

• Excellent verbal, written and analytical skills.
• Computer skills – MS Office, Oracle a huge plus
• Ability to multi-task, while remaining organized.
• Ability to react well under pressure and treat others with respect while maintaining professionalism.
• Identifies and resolves problems in a timely manner.
• Knows how to prioritize and schedule ahead.
• Work efficiently and effectively, both independently and as a team to ensure exceeding operational standards.
• Balances team and individual responsibilities and helps build a positive team spirit.
• Adapts and able to deal with frequent changes in the work environment.
• Able to manage difficult or emotional customer situations and responds promptly to requests to meet customer expectations.
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
• Ability to work in a fast-paced environment where flexibility is highly valued.
• Become familiar with products and pronunciation and applications.
• Ability to show initiative.
• Demonstrate kindness and respect to others while performing the duties that make up this job
• Positive and professional attitude

• Three (3)+ years of customer service in a Chemical company
• NetSuite experience a plus

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