CID Lines Acquisition

at  Ecolab

Ecolab has an immediate need for a Senior Customer Service Agent. The primary objective of this role is to provide customer service support to . This broader scope of responsibility significantly adds to the complexity and training required for this position. Moreover, this position requires greater decision making skills in resolving customer problems, communicating issues, and maintaining customer master data in the Order Entry and Order Processing systems.
The ideal candidate will require analytical skills to process various non-standard inbound requests and general inquiries submitted via phone, fax, e-mail or web. Nalco/Ecolab Customer Account Associates are the first point of contact for our internal and external customers.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent
• 6 months of customer service experience
• Must be able to attend paid training
• Ability to accurately type a minimum of 25 words per minimum
• Proficient with Microsoft Office Suite software (Excel, Word, Access, and Outlook)
• Experience using Customer Service software
• No immigration sponsorship offered for this role

PREFERRED QUALIFICATIONS:

• Under graduate degree completed or in process
• Bachelor’s Degree completed or in process
• Must be able to work successfully in a highly structured environment
• 6+ months of IDV01 mainframe / SAP experience
• Strong oral and written communication skills
• Ability to interact professionally with others, ability to work independently in a multi-division, fast paced environment
• Excellent problem solving, investigation and troubleshooting skills
• Critical attention to detail and highly dependable
• Ability to prioritize work flow while utilizing strong time management skills
• Ability to handle multiple tasks at once
• Ability to exercise good judgment in decision making
• Knowledge of Ecolab’s policies and procedures.

• Address on average 30 - 50 inbound inquiries each day from internal & external customers within a structured environment
• Process customer confirmations and investigate shipment status
• Accept and process transactions in SAP/CRM
• Interface with other departments to resolve problems related to order to cash cycle
• Effectively set priorities to meet service levels while following department guidelines
• Achieve target goals for monthly call quality, daily attendance and punctuality as well as daily and monthly statistical objectives
  Position location: CITIES/AREA
  Work week and shift: DETAILS (including weekend rotation, if applicable)
  Compensation package offered: DETAILS