Customer Service Representative

Job Description

Job Description

Ecovyst is a materials science, catalyst, and services company dedicated to creating innovative technologies that play a critical role in supporting ecological health and help our customers solve complex challenges.

Our cutting-edge solutions span across two industry-leading businesses, Ecoservices and Advanced Materials and Catalyst.

• Ecoservices is dedicated to services that have a positive impact on our planet. Our Ecoservices business provides specialty grade high purity virgin sulfuric acid for a number of diverse and growing end uses.
• Advanced Materials and Catalyst Technologies specializes in silica supports and catalysts. This business allows us to develop innovative technologies that enable our customers and value chain partners to create sustainable products.

What we offer:

• Competitive pay
• Full benefit package
• 401k matching
• Tuition Reimbursement

Position Overview:
We are seeking a proactive and detail-oriented Customer Support Representative (CSR) to manage end-to-end order fulfillment, customer account reconciliation, and support key sales and logistics processes. This role acts as a critical link between customers, sales, and internal plant operations, assuring a smooth, accurate, and timely customer experience, located at The Woodlands home office, onsite, 5 days per week.

We are not offering relocation or visa sponsorship for this role at this time.

We are not working with agencies on this role at this time.

What you will be doing:

Order Management

• Manage all customer orders in SAP SD Module from start to finish
• Ensure accurate receipt of POs and proper document retention
• Communicate with plant logistics coordinators to confirm shipments and resolve any issues
• Handle order changes and updates in real-time with customers and internal teams
• Maintain accurate order entry notes and customer preferences
• Escalate customer issues as needed to team leads
• Support month-end billing activities and manage open deliveries
• Coordinate material allocation and product movements across plant sites

Account Reconciliation & Issue Management

• Assign SAP codes for invoice corrections
• Enter credit/debit memos related to customer billing issues
• Liaise with Finance, Sales, Supply Chain, and Customer Service for audit and issue resolution
• Resolve customer issues with professionalism and attention to detail
• Support audit requests and maintain policy compliance

Sales Support

• Work with logistics coordinators to ensure timely delivery of truck, barge, and rail shipments
• Coordinate material allocation to distributors and communicate changes
• Collaborate with the commercial sales team to ensure accurate pricing and order pattern
• Request new customer setups and collect necessary data
• Participate in special projects and drive process improvements
• Build strong working relationships across all internal and external stakeholders
• Understand business objectives and contribute to service enhancements

Required Qualifications:

• College degree in a related field or equivalent professional experience
• 5+ years Customer Service and/or Sales Support experience
• SAP experience required, specifically in the SD module
• Knowledge of Order to Cash/Sales and Distribution processes a plus
• Able to be on call approximately 1 week per month (24/7 support)
• Excellent written and verbal communication skills and the ability to maintain confidentiality.
• Ability to perform effectively in a self-directed work team; obtaining assistance when needed
• Maintain a positive “can do” outlook, rebound quickly from frustrations and unpleasantness, and maintain composure with friendly demeanor while dealing with stressful situations
• Organize, prioritize, and perform multiple tasks with minimal supervision
• Maintain high volumes of requests accurately with quick turnaround time
• Strong written and verbal communication skills
• Multi-task with accuracy
• Detail-oriented, professional attitude, reliable
• Strong analytical, problem solving, and decision-making skills
• Advanced proficiency with Microsoft Office (Excel, Word and Outlook)
• Work in The Woodlands home office, onsite, 5 days per week