Customer Service Representative

Job Summary The primary functions of this role include fulfilling customer orders from start to finish, responding to inquiries and requests, as well as generating and providing shipment information and documentation. In addition, the CSR will be responsible for doing analysis for internal and external customers. This position is part of a high-performance work team within Customer Service which allows team members to perform additional tasks such as terminal management, logistics, and billing while continuing to support the company's current customer base. This mix of capabilities will allow the CSR to act as an effective part of our commercial team and play an impactful role in growing our business.

Duties/Responsibilities:

Determines customer requirements and expectations; partners with the sales team to meet and exceed customer service expectations. Monitors shipments to ensure timely and cost-effective delivery in line with customer expectations and Sisecam Chemicals Resources commitments. Communicates delivery status and expedites deliveries as needed. Serves as a follow-up resource to sales by contacting customers to ensure ongoing customer satisfaction. Identifies customer concerns and complaints, resolving or escalating as appropriate. Ensures effective and long-term resolution. Ensures that sales orders are submitted in the ERP system to avoid any gap with customers receiving product. Communicates unexpected increases or decreases in demand for products with the Sales and Marketing team on a weekly basis. Maintains billing documents in support of receivable management (Proof of Delivery, BOLs, Invoices). Builds internal partnerships with teams at Sisecam Chemicals Resources plant sites to maximize daily shipments, including assigning rail cars and scheduling trucks. Mastery of system applications such as billing and sales adjustments. Assists with other internal projects related to IT development, statistical analysis, and ERP maintenance and support. Adheres to all company policies, procedures and business ethics codes while focusing on safety and best practices. Performs other duties as assigned.

Education and Experience:

Bachelor's Degree in Business or related field of study or equivalent work experience. Minimum of one to three (1-3) years of customer service, sales, supply chain or related experience. Excellent verbal, written, and interpersonal communication skills. Ability to respond to customer needs in a manner that provides added value and generates significant customer satisfaction. Experience working in a multi-tasking, dynamic, fluid team environment. Strong analytical, problem solving and time management skills. Is highly detail-oriented, organized, and customer-focused. Proficiency in MS Office Suite programs (MS Word, Excel, PowerPoint, and Outlook). System experience such as Microsoft D365, Oracle, or SAP a plus; Bourque Data Systems experience a plus.

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer. Prolonged periods in a noisy environment. Must be able to lift 15 pounds at a time. Able to meet physical demands of the position. Overnight travel required. This is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibility tasks, and duties.