Customer Service Representative
About the job
- At least 3 years of professional customer service experience.
- A high school diploma or equivalency is required.
- Demonstrated keyboarding proficiency, with the ability to type approximately 45 or more words per minute.
- Experience with business tools such as SharePoint, Microsoft Teams, and Windows operating systems.
- Approachability with team members and a team-oriented working style.
- Process incoming requests through chat, phone, web, or a customer relationship management system for orders, quotes, product inquiries, expedites, and return material authorizations without regular assistance.
- Work with internal teams, including purchasing, shipping, and credit, to provide customer updates with accountability and urgency.
- Follow detailed contract review and audit guidelines on order entry.
- Execute customer sample requests and process order updates and changes.
- Handle standard customer escalations autonomously, resolving issues on first contact when possible.
- Proactively identify potential breakdowns in the customer experience and address customer issues, including customer shelf-life discrepancies.
- Contribute to departmental training materials, initiatives, and topics.
- Demonstrate product, system, and customer expertise.
- Act as an escalation point for new hires and handle complex customer inquiries and conflicts with minimal assistance.
- An associate’s degree is preferred.
- Basic to intermediate Excel skills are preferred.
- Experience with enterprise resource planning systems and customer relationship management platforms such as Microsoft Dynamics is preferred.
- Experience navigating and using corporate websites and e-commerce platforms, including chat functionality, is preferred.
About the company
Ellsworth distributes adhesives, specialty chemicals and dispensing equipment to manufacturers that use them to assemble products, protect components and seal finished goods. Its group combines chemical distribution with businesses that formulate resins, package materials and build machinery for mixing and applying them. Customers buy materials and equipment alongside services such as custom formulation, packaging and inventory management, rather than sourcing each part of the assembly process separately. The family-owned company serves industrial production, from electronic devices and vehicles to medical equipment. Ellsworth was founded in 1974 and is headquartered in Germantown, Wisconsin.
Company Size
N/A
Company Stage
N/A
Total Funding
N/A
Headquarters
Germantown, WI
Founded
1974
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Simplify's Take
What believers are saying
- Ellsworth Adhesives spans suppliers: its catalog draws from over 50 manufacturers, including 3M, Dow and Henkel.
- Ellsworth has geographic breadth: manufacturing and distribution operations span 21 countries.
- Technical sellers get specialist partners: Ellsworth pairs engineering sales representatives with its in-house technical service group.
What critics are saying
- Ellsworth warehouse work requires release controls: inadequate shelf-life lots stay on hold pending customer-service approval.
- Ellsworth measures every department against sales: customer satisfaction forms part of all employees' performance expectations.
- Ellsworth's full-time remote engineering sales role requires New Jersey/Pennsylvania residency, a personal vehicle, daily territory travel and occasional overnight travel.
What makes Ellsworth unique
- Ellsworth sells factory automation: its Fisnar division builds industrial robots for fluid dispensing.
- Ellsworth controls adhesive shapes: Glue Dots manufactures pressure-sensitive dots, squares and custom patterns.
- Ellsworth tracks materials at customers: ePlus cabinets serialize individual items and preserve lot traceability.
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