Job Description
Job Description
Founded in 1980, Rowell Chemical Corporation has grown its products and services to include chemical manufacturing, bulk truckload distribution and regional storage for various manufacturers. Unwavering commitment to customer service, quality, safety and value has been the key to Rowell's success. A product of particular note is Sodium Hypochlorite, which is offered in a variety of strengths. We also offer Crystal Hypochlorite, which through a series of special filtering steps, produces a bleach solution of extraordinary quality.Job Summary
The Customer Service Representative (CSR) works in a team-oriented environment to provide high-quality support to Rowell’s customers. This role is responsible for managing customer orders, coordinating delivery schedules, interacting with the ERP system, and resolving customer issues in a timely and professional manner. The CSR serves as a key point of contact between customers, sales, transportation, and suppliers to ensure accurate and efficient order fulfillment.
Essential Job Functions
Order Management
- Receive and process customer orders via phone and email
- Enter, review, and maintain accurate order information in the ERP system
- Review and confirm order accuracy prior to processing and shipment
Invoicing & Billing
- Process customer invoices, including emailing invoices to customers and entering invoices into customer portals
- Receive and invoice drop shipment orders
Logistics & Coordination
- Schedule deliveries and coordinate logistics as needed
- Communicate order details, updates, and issues with Sales and Transportation teams
- Send purchase orders to suppliers for drop shipments
- Match Bills of Lading (BOLs) to corresponding orders
Customer Support
- Respond to customer inquiries in a timely and professional manner
- Provide updates on order status, delivery, and billing
Reporting & Admin
- Generate and review daily production reports
- Run end-of-day reports and ensure system accuracy
- Troubleshoot and resolve order, delivery, and billing issues
- Maintain organized and accurate records of transactions and communications
Core Competencies
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- Analytical Skills: Synthesizes complex or diverse information, prioritizes projects, and determines best way of meeting deadlines and requirements.
- Business Ethics: Works with integrity and ethically, upholds organizational values, and abides by written policies.
- Communication: Ability to communicate clearly and effectively in English and take direction from supervisors. Expresses ideas and thoughts both verbally and in written form, exhibits good listening skills and comprehension, responds well to questions, and writes clearly and informatively.
- Customer Service: Provides prompt and high-quality service to team members, vendors, and internal/external customers. Ability to remain calm in stressful situations. Resolves service issues in the assigned project/department in a timely and professional manner.
- Organization: Maintains clean, functional workspace, continuous workflow to meet daily/weekly/monthly deadlines.
- Teamwork / Morale: Treats others with professionalism, gives and welcomes feedback, inspires the trust of others, displays a solution-driven mindset, offers assistance and support to co-workers consistent with this role, works cooperatively and collaboratively in group situations. Engages consistently in professional behavior.
Other Duties
- Attend staff, departmental, and other required meetings and trainings.
- Cross-train to backfill (vacation relief) behind other corporate office roles such as invoicing, sales admin, ERP system work, etc.
- Provide support to sales team with customer focused issues.
- Other duties as assigned.
Qualifications, Experience, and Education
- High School diploma or GED.
- 5+ years of experience in customer service.
- Knowledge of chemical industry preferred
Computer and Equipment Skills
- Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint, Access and/or other web-based applications. May produce complex documents, perform analysis, and maintain databases.
Physical Demands and Work Environment
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 20 pounds at times.
- Must be able to access and navigate each department at the organization's facilities.
The work schedule will be Monday-Friday with variable hours 7am-5pm for a total of 40 work hours per week or as necessary with changes to business needs.