Job Description

Customer Service Representative

Job Location: Gardena, CA or New Brunswick, NJ

FSLA Status: Hourly (Non-Exempt)

Work Model: Hybrid (After initial Training/Onboarding)

Job Purpose Summary

Customer focused liaison promoting functional excellence in the customer service role. Manage the sales order from receipt to shipment in the Oracle environment to ensure compliance with customer requirements and company protocols. Answer all incoming inquiries promoting excellent customer experience.

Essential Duties & Responsibilities

• Responsible for responding to customer inquiries by phone and email within the Zendesk system.
• Order entry, monitoring, modification, verification, and release of sales orders through the fulfillment process within the Oracle environment.
• Drive a positive customer service experience through courteous, timely, and dynamic communication with customers.
• Identify and assess customers’ needs to achieve satisfaction and build sustainable relationships between customers and Spectrum Chemical
• Act as a liaison for the customer, providing information on products, services, order status, etc.
• Work with a sense of urgency to resolve any emerging problems that customer accounts might face with accuracy and efficiency.
• Work closely with cross-functional teams, such as the Lab, Tech Services, Sales, Purchasing, Accounting and Operations groups, to investigate and solve issues as a team.
• Identify the root cause of customer concerns and work closely with manager and/or key departments to escalate concerns and ultimately improve the customer experience.
• Determine technical specifications, shipping, freight terms, order handling for controlled substances, drug items, split orders, research product, pricing.
• Work in tandem with fellow customer service representatives and outside/inside sales force to provide superior customer service.
• Provide best in class customer service with a focus on meeting department KPI’s.
• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrated proficiency as a Customer Service Representative from a retailer / distributor / manufacturing environment.
• Excellent verbal / phone, written and chat communication skills.
• Must possess excellent data entry and organizational skills. Must have above average attention to detail.
• Must be capable of developing a thorough working knowledge of order management within complex systems.
• Ability to work in a team environment, completing individual tasks while maintaining focus on the overall departmental and organization goals. Contributes to maintaining a positive team spirit.
• Strong collaborative and interpersonal skills. Working cross functionally with all departments and customer base.
• Excellent multi-tasker with ability to work in a fast-paced and ever-changing environment.
• Ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from customers. Capable of remaining calm and courteous in challenging situations.
• Ability to comply with processes but also identify areas of improvement and implement change.
• A self-starter with the ability to work independently as well as with a team and make informed and independent decisions under pressure. React quickly to changing priorities.
• 1+ year experience in Oracle environment preferred.
• Zendesk experience is a plus.
• Proficient Microsoft Office skills – Outlook, Excel, Word

Education and/or Experience

• Two years of college or equivalent work experience.
• Call Center or customer service experience required (preferably in a corporate manufacturing or distribution environment)

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals. Must possess exceptional verbal and written communication skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit and talk or hear.
• The employee frequently is required to use hands to finger, handle, or feel.
• Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.
• This job will require the working hours of 8:00am to 5:00pm.
• Willingness to work overtime or weekends if needed.

Contact

Email: humanresources@spectrumchemical.com

Address : Spectrum Chemical, HR Dept., 14422 S. San Pedro Street, Gardena, CA 90248 or 777 Jersey Avenue, New Brunswick, NJ 08901

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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