Customer Service Account Representative

Who are we?
At Calumet we deliver innovative specialty products trusted by companies across the globe. We are the foundation to everyday essential products that help millions of people live and thrive. We are headquartered in Indianapolis and have numerous production locations in the US. We are customer focused and utilize our values of collaboration and entrepreneurship to grow the business. We offer a dynamic, high-performance environment where team members can have real input and impact on our business. If you’re ready to roll up your sleeves, treat the business as if it is your own and add value accordingly, come see why we’re Calumet Proud!

PURPOSE:
The Customer Service Account Representative provides front line support for Order Entry and Order Management. This position is responsible for utilizing the Company’s business systems to ensure effective order fulfillment. This role will interact directly with Calumet customers, Sales personnel, Plant personnel, Accounting, Credit, Pricing and Transportation team members.

KEY OBJECTIVES AND RESPONSIBILITIES:

• Responsible for timely and accurate order entry and supporting effective order fulfillment.
• Processes sales orders received from customers. Regularly monitors activity through order delivery.
• Follow-up with customers as needed to validate/confirm purchase order questions.
• Monitors open orders and notifies internal business partners and/or external customers for updates regarding activity.
• Regularly communicates with customers, company locations, customers, and vendors to ensure ongoing customer satisfaction.
• Serves as a customer advocate - brings “voice of customer” insights that allow for an improved customer experience.
• Investigates and resolves customer issues for corrective and preventive action.
• Represents Calumet in a professional manner and creates strong partnerships through exemplary customer support.
• Provides administrative support to department as needed.
• Other tasks as assigned.

REQUIRED EDUCATION/EXPERIENCES:

• High school diploma or GED.
• 1+ years of related customer support and/or order entry experience.
• Experience with ERP systems (e.g., SAP) is preferred.
• Proficient computer skills with demonstrated experience in the Microsoft office suite.
• Hybrid work schedule with 3 days in-office weekly; Wednesdays mandatory

COMPETENCIES:

• Demonstration of Calumet Values – Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, & Excellence.
• Attention to Detail – Able to focus on all areas of a project or task, no matter how small, reviews work thoroughly and produces work free of errors.
• Change Management - Demonstrates openness to new situations. Contributes with ideas and innovative approaches to enhance work processes and procedures. Embraces changes when presented with them.
• Communication - Communicates orally and in writing in a clear, concise and impartial manner. Takes time to listen to, understand the perspectives of others, and proposes solutions; provides timely follow-up.
• Drive – Positive energy, ambitious, courageous, flexible but decisive, with the ability to take on continuous and complex business challenges in a fast-paced environment. Persistence to drive to solutions despite obstacles and/or competing priorities.
• Emotional Maturity – Ability to withstand pressure and manage emotions effectively to create the right effect on people and organization.
• Ethics & Integrity – High degree of personal integrity in all business dealings.
• Functional Skill – General awareness, exposure, and understanding across customer service responsibilities
• Judgment/Decision-Making – Smart, with the ability to think through issues and make wise decisions.
• Organization & Planning – Highly organized with the ability to manage multiple projects and assignments in a rapidly changing environment while meeting critical deadlines

Salary and benefits commensurate with experience. We are an equal opportunity employer including disability and veteran. All offers of employment are conditioned upon successfully passing a drug test.