Job Description
Job Description
POSITION SUMMARY
The Customer Service Representative is responsible for managing customer accounts and serving as the
primary point of contact for inquiries, orders, and issue resolution. This role handles the full order cycle
from receipt to delivery, ensuring accuracy in data entry, compliance with export procedures, and timely
communication with customers, freight forwarders, and internal teams. The position requires strong
organizational skills, attention to detail, and the ability to work in a fast-paced environment while
maintaining a high level of professionalism and customer satisfaction.
ESSENTIAL RESPONSIBILITIES
- Set-up new customers and maintain customer account information in the system.
- Serve as the point of contact for customer questions including product availability, pricing, shipment status, and respond to customer issues and/or complaints.
- Transfer order information from customer purchase order, phone call, emails, faxes or portals into our system for order processing.
- Input orders regarding inventory availability, correct pricing, customer information and requirements.
- Communicate professionally with customers and their corresponding account managers and agents/distributors.
- Collaborate internally with various departments to resolve any issues associated with processing an order and to ensure customer requirements, as well as Company standards, are met.
- Performs other duties assigned by manager.
WORK EXPERIENCE
- A minimum of two years customer service/order processing experience; international customer service experience preferred; chemical or rubber/plastics manufacturing experience a plus.
- Ability to answer product and service questions professionally.
- Order fulfillment from initial receipt to delivery of product.
- Ability to resolve customer complaints.
- Familiar with customer and/or transportation portals.
QUALIFICATIONS & COMPETENCY REQUIREMENTS
- High School Diploma or GED
- Exceptional attention to detail and commitment to accuracy, ensuring high-quality results in every task.
- Must be able to multi-task, prioritize and manage time effectively.
- Strong organizational skills.
- Excellent communication skills.
- Ability to work independently and with others.
- Must be able to follow communication procedures, guidelines and policies.
- Excellent problem-solving skills.
- Ability to work in a fast-paced environment.
- Excellent computer skills (Microsoft Outlook 2010 proficient).
- Strong typing and grammatical skills.
- 10-key calculator skills.
- Strong math skills.
The above statements are intended to describe the general nature and level of work required by the position. They are not to be construed as an all-inclusive list of responsibilities, duties, and skills required. All employees holding this position may be required to perform responsibilities outside of those listed from time-to-time based on business circumstances.