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Customer Service Specialist

Customer Service Specialist
This position requires customer-oriented individual with 3+ years sales and/or face-to-face customer service experience; superior communication and phone skills; and strong computer skills. Experience in the specialty chemical industry is a plus!
The CSS is responsible for all customer service activities including:
handling orders from end to end, providing a single point of contact to ensure a consistent customer experience, coordinating order fulfillment, and problem resolution. The CSS will also assist in building profitable sales by enhancing customer satisfaction and confidence.
Primary Responsibilities
o Enters customer orders into Company ERP system
o Verifies order, pricing and delivery expectations
o Coordinates fulfillment and transportation of order
o Communicates order status directly to customer
o Tracks and confirms delivery and initiates invoicing
o Recognizes and responds to new / additional client opportunities
o Exceeds customer expectations by delivering exceptional customer service
o Builds and sustains long term partnership with client
o Responsive to client needs and escalates when appropriate
o Maintains up-to-date detailed information on customer accounts
o Builds rapport with internal customers including:
sales, operations, and supply chain
o Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and document interactions
o Completes all paperwork, reports and administrative tasks in a timely, complete and accurate manner
o Provide backup for other Customer Service Specialists and answer Company's incoming calls when needed
o Conduct post-sales follow-up (welcome letter, shipping and delivery).
o Conduct regular customer review calls per customer review procedures.
o Responsible for maintaining collections on all accounts.
o Update and use system data on aging receivables.
o Posting Cash; Handling Pre-Payments as well as payments via Credit Cards and Vouchers.
o Responsible for Invoicing, Credit Memos and related duties.
o Participate in monthly Invoicing and A/R closing.
o Pulling credit and creating credit files.
o Assist in finance team and customer service functions.
o Other administrative duties as assigned.


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