Customer Care Representative

Role Specific Responsibilities:

• Responds to inquiries, handles incoming customer calls and emails promptly and courteously
• Enters orders and acknowledges quickly and with care for our AR process.
• Identify and resolve customer issues efficiently and escalating complex problems to appropriate teams when necessary
• Maintains a thorough understanding of our products and services to provide accurate information and assistance
• Maintains and updates customer information including pricing and instructions as required
• Gather customer feedback and provide insights to help improve our products and services
• Work closely with team members and other departments to ensure a seamless customer experience
• Conduct follow-up conversations to ensure customer satisfaction and resolve any pending issues
• Works closely with global supply planning manager on issues, concerns and opportunities that impact customer requirements
• Ensure orders are entered correctly and customer instructions are maintained properly
• Effectively resolve customer issues and complaints by logging complaints through Customer Complaint system
• Recommend improvements to products, packaging, shipping, service, and procedures to prevent potential customer issues
• Identify complex problems and review related information to develop and evaluate options and implement solutions to ensure quality, consistency, and excellent customer service
• Work as part of a Global Team to promote customer focus for our business
• Partner with the Sales Department on additional support with customer requests
• Work with our logistics provider on transportation scheduling for both domestic and export shipments
• Utilization of Salesforce for credits, returns
• Support Sales, Accounting & other departments in achieving superior customer satisfaction for maximum growth
• Works closely with sales team to be proactive in meeting Customer needs & keeping them informed of all activities associated with their accounts
• Proactively monitors & keeps customers & Sales advised of shipment dates, delays, production schedules & delivery dates
• Recommends additional sales to meet minimum order requirements or identifies opportunities to offer alternate sizes when applicable
• Assists in quarterly & annual audits
• Creates and maintains job aides pertaining to their specific duties
• Performs other duties as may be required or assigned

Systems and Processes:

• Utilizes computer or electronic devise to complete required tasks:

Compliance:

• Complies with company Health, Safety and Environmental policies, procedures, and arrangements
• Reports all Health, Safety and Environmental accidents, incidents and near misses promptly
• Acts in a safe and responsible manner at all times

Problem Solving and Innovation:

• Active participation in continuous improvement activities
• Participates in problem-solving
• Takes responsibility and ownership for own learning and development in the spirit of continuous improvement of both self and the business
• Assists in the training, mentoring, and assessment of other team members
• Exercises autonomy and judgement subject to overall direction or guidance

Education and Qualifications:

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  High School Diploma required

  
  

Experience Desired:

• Minimum of 5-7 years of direct related customer service experience
• Prior experience in a Customer Service role required: Chemical industry or related CSR experience preferred
• Demonstrated proficiency with computer operations required; ERP system experience preferred

Knowledge, Skills, and Abilities:

• Exercises independent decision making related to customer service issues
• Has a deep understanding of all SAP functions related to sales order entry, inventory, ATP/MRP, finance and credit processing
• Strong organizational skills and attention to detail with the ability to adapt quickly to changing business needs and priorities
• Excellent verbal and written communication skills with the ability to flex own style as needed to influence and drive results
• Ability to work within a multi-functional, global organizational structure and exhibits robust interpersonal skills
• Exhibits a passion for continuous improvement and problem solving
• Self-motivated and ability to work within a fast-paced environment
• Ability to work independently or with team members to complete work assignments
• Critical thinking skills which allow assessments of situations and opportunities
• Excellent proficiency in Microsoft office applications such as Excel, Word, Power Point, Outlook, etc.
• Embodies the core values of Aurorium:
• credible:keeps their word and honors their commitments, acts with integrity, and holds themselves accountable to their decisions and actions
• outcome-oriented:adheres to an unparalleled standard of excellence in everything they do, to deliver results with real impact
• driven:passionate about delivering authentic, world-class experiences that engage customers and inspire greatness
• empowered accountability:empowered to achieve common goals and accountable for delivering performances and results that exceed standard.

If you have the energy, drive, and passion for joining the Aurorium team, we would love to hear from you. Apply today!

Aurorium offers competitive total compensation packages, including benefits such as medical, dental, vision, life, 401(k), disability insurance, flexible spending accounts, health savings accounts, paid time off, and paid holidays.

Aurorium is a global Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of and will not be discriminated against based on gender, sexual orientation, gender identity, race, ethnicity, religion, age, veteran status, disability status, genetic information, or any other protected category.#LI-Onsite