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Customer Service Representative

Moon Township, PA 15108

Posted: 04/01/2024 Job Number: 21928843

Job Description

This position offers a hybrid work schedule after training is completed
  • 3 days in the office and 2 remote

In this role, you will provide a reliable, knowledgeable point of contact for domestic customers, who will be available to promptly provide feedback regarding orders. Cultivate strong working relationships with customers, providing a best-in-class customer service experience that will create customer loyalty.

Ensure the accurate and timely entry of domestic customer orders into the SAP system to meet customer material requirements. This would include the expedient assignment of available inventory to meet the customer's delivery requirements, verifying and effectively communicating order details with customers, maintaining customer information within SAP, coordinating special customer requests, returns and shipping arrangements with warehouses and logistics, and ensuring accurate invoicing to customers.

Responsible for providing customer service to 50+ customers. Net value of orders exceeds $30 million per year.
  • Communicating unforeseen situations to customers (i.E. Product unavailability, pricing discrepancies, etc.) and working with them and the appropriate internal colleagues to resolve the situation.
  • Handling situations from dissatisfied customers and working with them towards a resolution (i.E. Incorrect product shipped, incorrect labeling, quality complaints, etc.)
Coordinating returns where limited information is given, but yet needing to ensure all material is receipted for correctly and credits are accurately calculated.
  • Previous experience providing customer service in the synthetic rubber industry, including the ability to work with multiple packaging types, short shelf life products and multiple distribution centers.
  • Superior computer literacy skills including experience and competence with SAP and Microsoft Office
  • Strong Excel skills, attention to detail and analytical abilities
  • Must have the ability to handle interactions with customers in a professional, friendly manner, including high stress situations
  • Excellent oral, written and interpersonal communication skills
  • Strong decision-making skills
  • Ability to function independently and complete assigned tasks with minimal supervision
  • Demonstrated time management and organizational skills
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