Customer Service Representative

In this fast-paced work environment, the customer service representative is the first contact with customers. The duties and responsibilities of the CSR include, but are not limited to, receiving customer purchase orders via email or customer portal, and entering them in the company ERP system. Maintaining solid customer relationships by handling questions and concerns with accuracy, professionalism, and in a timely manner. Perform data entry and uses multiple software programs. The position requires research skills to help resolve customer issues, updates, and complaints. Excellent communication abilities and proven alphanumeric data entry skills are essential.

This position has a hybrid work environment.

Summary Of Essential Job Functions

• First contact with customers. Provide communication via phone or email on product/service information, answer questions, and resolve any emerging problems that our customer accounts might face professionally, accurately and in a timely manner.
• Enter orders received via email or customer portal into D365.
• Enter sample orders received from the business development and commercial team into D365 when applicable.
• Correspond with customer regarding orders, inventory, pricing, status, freight charges, delays and/or any other shipping details.
• Enter railcar billing information in Union Pacific portal for scheduling and tracking railcar customer orders.
• Email requested documentation to customer.
• Request export bookings and prepare required export documentation for customer and freight forwarders.
• Check inventory to ensure product availability.
• Work closely with commercial team in reference to account details, pricing, issues, etc.
• Request freight quotes from freight forwarders as needed.
• Coordinate with freight forwarders and steamship lines on export orders.
• Set up new customer accounts and maintain existing customer accounts in D365.
• Cross train on all customer accounts.
• Issue price adjustment requests to upper management for approval.
• Send collection emails to potential credit hold customers and work with accounting on any current credit holds.
• Contact customers regarding their forecast as requested.
• Handle customer complaints in accordance with company procedure and enter them into the Dakota software.
• Work with regulatory department to complete customer surveys, REACH request, TDS, SDS and any other applicable documentation requested by the customer or an outside organization.
• Inform the warehouse of any short notice changes, scheduling appointments, and carrier needs.
• Update the production planning manager on any short lead time orders or inventory issues.
• Prepare and email an Open Orders report to DCC open order group and plant supervisors.
• Performs related work as required and other duties as assigned.
• Adhere to department and company policies / procedures.
• Additional duties as assigned