Customer Service Representative

The Customer Service Representative serves as a key point of contact for customers, supporting order management, account coordination, and timely issue resolution. This role is responsible for processing purchase orders, maintaining accurate customer information, and coordinating shipments.

Essential Functions

• Serve as a primary customer contact by answering calls, directing inquiries, providing timely support, and maintaining proactive communication on order status, delivery updates, delays, and service needs
• Receive, verify, and enter customer purchase orders into the ERP system while managing end-to-end order processing from entry through fulfillment for domestic and international customers
• Create and manage purchase orders for blind and direct shipments and coordinate freight needs including air, hot-shot, export, bulk, and packaged shipments
• Coordinate transportation for hazardous and non-hazardous products with approved carriers, including tendering shipments and supporting timely delivery
• Coordinate product availability, demand planning, collection, and dispatch readiness with supply chain, planning, manufacturing, warehouse, freight, and logistics teams
• Monitor customer inventory levels, support replenishment planning, maintain safety stock awareness, and plan timely, cost-effective deliveries for the company and customers
• Maintain accurate customer, account, contact, inventory, and order information in the ERP system and prepare inventory or status reports as needed
• Onboard and set up new customer accounts in the ERP system
• Resolve customer issues, operational incidents, non-conformances, and complaints promptly and professionally while following company processes
• Collaborate with sales, technical, finance, logistics, and operations teams to support customer satisfaction, chemical compatibility inquiries, billing matters, and business escalations
• Prepare and issue required customer documentation, including COA, SDS, PDS, and related documents
• Provide secondary 24/7 support coverage for designated customer accounts, including a minimum five-week annual coverage requirement

Role Requirements

• Excellent verbal and written communication skills
• Strong attention to detail, problem-solving, and decision-making skills
• Proficiency with ERP systems, Microsoft Office, CRM tools, and related technology
• Strong organization, time management, and follow-through skills
• Ability to manage multiple priorities in a fast-paced, customer-focused environment
• Ability to collaborate cross-functionally with internal teams
• Availability to provide after-hours support as required

Environmental Restrictions

• Ability to perform essential job duties in both indoor and outdoor environments, including offices, facilities, and external job sites.
• Regular exposure to varying weather conditions, noise, dust, moving equipment, and uneven terrain.
• Physical requirements may include sitting, standing, walking, lifting, carrying, bending, reaching, and operating tools or equipment as necessary to perform job responsibilities.
• Regular attendance and adherence to company safety policies are required.
• In accordance with the Americans with Disabilities Act and applicable state laws, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

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