Customer Service Representative - Specialty Chemical Distribution
Full-Time
No salary listed
Mid
Associate's
Germantown, WI, USA
HybridHybrid role; required in-office schedule is not specified.
About the job
Requirements
At least 3 years of professional customer service experience.
A high school diploma or equivalent 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.
Consistently demonstrate approachability with team members and a team-oriented approach.
Responsibilities
Process incoming requests through chat, phone, web, or the Customer Relationship Management system for orders, quotes, product inquiries, expedited requests, and Return Material Authorizations without regular assistance.
Work with purchasing, shipping, credit, and other internal teams to provide customer updates with accountability and urgency.
Follow detailed contract review and audit guidelines during order entry.
Execute customer sample requests and process order updates and changes.
Handle standard customer escalations autonomously and achieve first-contact resolution 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 a high level of product, system, and customer expertise.
Act as an escalation point for new hires and handle complex customer inquiries and conflicts with minimal assistance.
Desired Qualifications
An associate’s degree.
Basic to intermediate Excel skills.
Experience with Enterprise Resource Planning systems and Customer Relationship Management platforms such as Microsoft Dynamics.
Experience navigating and using corporate websites and e-commerce platforms, including chat functionality.
Job Description:
What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common?
Ellsworth Adhesives specs in materials in each of those products!
Ellsworth Corporation, a global, industry leading distributor of specialty chemicals and equipment and adhesive manufacturer currently has a Customer Service Representative opportunity at Ellsworth Adhesives. This role reports into our Specialty Chemical Distribution (SCD) Division located in Germantown, WI. This is a hybrid role.
This is an exciting time to be a part of Ellsworth, come join our team!
Ellsworth Corporation is a family-run company that has had continuous growth for over 50 years. We are an industry-leading global distributor, manufacturer, and packager of adhesives used by cell phone, medical device, aerospace, and electric vehicle industries! Click here to see our state-of-the-art facility and distribution center and learn more about our business, and here to find out more about the industries we serve, and here to learn about our consumer and manufacturing divisions.
You will drive the customer experience. You will also process incoming transactional customer requests with a strong sense of urgency/accountability.
RESPONSIBILITIES
Processes incoming requests via chat, phone, web, or Customer Relationship Management System (CRM) for orders, quotes, product inquiries, expedites, and Return Material Authorizations (RMA’s) proficiently without regular assistance
Works with internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit, in order to provide customer updates
Follows detailed contract review/audit guidelines on order entry
Executes customer sample requests and processes order updates and changes
Handles standard customer escalations, autonomously with first contact resolution when possible
Proactively identifies potential breakdowns in the customer experience and gets ahead of customer issues, including customer shelf-life discrepancies
Contributes to training material/initiatives/topics in the department
Demonstrates a high level of product, system and customer expertise
Acts as escalation point for new hires and handles complex customer inquiries and conflict with minimal assistance
PERKS & BENEFITS
As an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes Health, Prescription, Dental, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more! Click Here for a summary of Employee Benefits.
QUALIFICATIONS
3+ years of professional customer service experience.
High School diploma or equivalency required. Associate’s degree preferred.
Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minute
Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems
Basic to intermediate excel skills preferred
Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred
Experience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferred
Consistently demonstrates approachability with team members and is team oriented.