Customer Service Representative

Palmer Holland Inc. - North Olmsted, OH

Full-timeEstimated: $37,000 - $50,000 a year
Position summary

Work in conjunction with operations, sales and marketing to support and promote a high level of customer service satisfaction in an ISO certified environment.
Essential tasks of the position

Interact professionally with customers on a daily basis via phone, email, fax and in person as needed.
Determine, collect, and document all information necessary to process customer requests for product shipment on a daily basis.
Take orders via customer initiated means.
Communicate with the Account Manager regarding special pricing by item, by order, etc. Update order pricing for current market priced material, NMI, etc.
Provide timely acknowledgement and/or confirmation of each order to customer.
Monitor and maintain Left List to ensure timely shipment of each order.
Manually process Order Delivery record for same-day/urgent shipments as needed, and forward to appropriate warehouse for shipment.
Prepare export paperwork as needed.
Communicate with customers, warehouses and freight carriers with regard to expediting sales orders, carrier transit times, warehouse cut off times and late fees.
Perform entry and progression of Cases and related correction tasks.
Work with Supply Chain to ensure timely order fulfillment.
This includes but is not limited to: incoming material status and expedites; additions or changes needed to open purchase orders; drop ship status follow up, and freight quotes.
Develop and maintain permanent customer profile requirements.
Support customer standards set for orders. Word requirements appropriately in order to maintain consistency in data relayed to internal customers, warehouses and carriers.
Maintain all open sales orders with regard to blanket orders, backorder issues, and customer initiated order changes.
Communicate with the accounting team with regard to: rush sales orders on credit hold; credit card orders; CIA orders.
Perform any other task at the request of management

4 year degree or equivalent work experience in this industry or related field
Leadership experience required
Supervisory/management experience preferred
3-5 years in customer service field
Experience in distribution or chemical industry preferred

Strong, accurate clerical skills, data entry and typing
Expert level of expertise in MS Office
Ability to maintain professional conduct that exemplifies the corporate policies at all times, particularly when interacting directly with internal and external customers
Ability to handle sensitive information with confidentiality and discretion
Proficient at multi-tasking

Physical Requirements:
Satisfactory motor skills relevant to position
Ability to sit for long periods of time
Ability to lift up to 25 pounds
We are a tobacco free, professional environment.