Customer Service Representative

The Customer Service Representative is responsible for delivering efficient and quality service to all internal and external customer requests and inquiries to facilitate effective customer experiences.

Responsibilities

1. Point-person for all things Customer Service

  • Respond to customer inquiries
  • Accept, record, confirm, and process complex chemical customer orders.
  • Process customer order entry quickly and accurately while providing timely communication regarding status of service, time estimations, delays and cost.
  • Work closely with Sales, Product Management, Accounting, Logistics and Purchasing to resolve issues.
  • Provide timely responses to customer inquiries regarding general product and service information, sales quotations, order fulfillment and shipment tracking.
  • Maintain records in Chempax: Ensure that correct and up-to-date information is documented on all files/orders for use by various departments and for customer inquiries.
  • Handle changes and cancellations to orders, informing other AIC personnel as appropriate.
  • Provide customers with AIC-controlled documents as required: Certificates of Analysis, Safety Data Sheets, and Specification Sheets.
  • Assign material from inventory to fill customer orders.

2. Assist Sales, Product Management, and other necessary functions as needed

  • Act as liaison between outside Sales Representatives and warehouse personnel.
  • Research and resolve any reported discrepancies regarding orders.
  • Interact with home office personnel as required on behalf of the Sales Representative.
  • Interact with Logistics to arrange shipments and to prerelease imports.
  • Interact with the Accounting Department regarding credit issues.
  • Interact with Product Managers regarding pricing and product-availability issues.
  • Interact with Purchasing to obtain updates on all AIC Purchase Orders.
  • Interact with Inside Sales on handling new accounts.
  • Continually interact with all Sales and all other departments to ensure customer satisfaction.

3. Other responsibilities:

  • Special projects assigned by Manager, Customer Service.
  • Track open orders daily.
  • Send Certificates of Analysis prior to receipt of material.
  • Identify and implement operational process improvements.

Education and Experience

  • High School Diploma, Bachelor’s Degree preferred.
  • At least 2 years related experience preferred.

Knowledge and Skills

  • Excellent computer skills including (Microsoft Outlook, Excel, Word, PowerPoint).
  • Ability to learn Chempax (AIC’s Operating System) as it relates to assigned responsibilities: Researching customer, product, & supplier information.
  • Excellent attention to detail.
  • Ability to learn AIC Standard Operating Procedures related to assigned responsibilities.
  • Excellent written and verbal communication skills.
  • Excellent organizational and time management skills.

Personal Attributes

  • Personal integrity. The highest standard of personal and professional conduct.
  • Entrepreneurial mindset coupled with business discipline.
  • Ability to work independently and as part of a team across departments, to achieve a shared purpose.
  • Natural curiosity. Commitment to learning and growth – both personally and within others.
  • Ability to work in a fast-paced, dynamic environment with demonstrated ability to timely manage multiple projects and tasks.