Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVEPOSITION OBJECTIVEProvide customer service support in the Customer Service Department under the supervision of the Customer Service Manager. Serves as a liaison between the plant (or terminal) and the customer, ensuring timely processing of orders and reliable service from beginning to end. The Customer Service Representative is responsible for delivering products and services to customers that meet the highest standards in Customer Satisfaction, with a willingness to go above and beyond to assist the customer and fulfill their needs.

MAJOR AREAS OF ACCOUNTABILITY

Customer Service and Relationship Management- Maintain effective relationships with assigned customers and serve as primary contact for day-to-day customer service matters. Understand customer requirements, ordering patterns, delivery expectations, and inventory needs. Respond to inquiries and take ownership of customer issues through resolution within established authority.Order Processing and Shipment Coordination- Process new, revised, cancelled, sample, stock transfer, urgent, and diversion orders from receipt through shipment and delivery. Consider inventory, scheduling, credit, pricing, transportation, quality requirements, and other relevant factors. Coordinate with appropriate departments to resolve order and shipment issues.Customer and Cross-Functional Coordination- Act as a liaison among customers, Sales, Product Management, Credit, Logistics/Traffic, Plant Shipping, Quality, and other departments. Communicate customer requirements accurately and coordinate activities necessary to complete orders and resolve issues.Issue Identification and Resolution- Identify and address customer service, order, shipment, and inventory issues. For non-routine situations, gather relevant information, identify the underlying issue, evaluate available alternatives, and determine an appropriate course of action within established procedures and authority. Escalate matters when management approval is required or the issue exceeds the position's authority.Customer Inventory Management- Monitor assigned customer, outside terminal, consignment, and VMI inventories. Identify replenishment needs and coordinate stock transfers or shipments based on customer requirements, inventory availability, and established procedures.Urgent and Non-Routine Requests- Handle urgent orders, same-day shipments, diversions, and special customer requests. Evaluate available information and coordinate with appropriate departments to implement an appropriate solution within established authority.Customer Service Accountability- Follow assigned customer and operational issues through resolution. Decisions made within the position's authority may affect customer satisfaction, order fulfillment, inventory availability, shipment timing, and customer relationships.

QUALIFICATIONS

Previous Related Experience Required

A minimum of one year of customer service experience

Education Required

4-year college degree

Technical Skills Required

Proficiency in Microsoft Excel, Word, Outlook, Teams.Strong organizational and record‑keeping skills.Ability to diagnose issues and solve problems.Experience with ERP or CRM systems.Strong written and verbal communication skills.

This role may require minimal travel