Customer Service Representative at LaMotte Chemical Products Company

Chestertown, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

20.0

Posted On

26 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Telephone Handling, Order Processing, Billing, Data Entry, Invoicing, Scanning, Computer Proficiency, Problem Resolution, Product Knowledge, Communication Skills, Typing, Time Management, Lean Training, DMAICs, Customer Advocacy

Industry

Chemical Manufacturing

Description

Description Job Title: Customer Service Representative Department: Customer Service Reports To: Customer Service Manager Pay Rate: $17-20 per hour _____________________________________________________________________________________ Position Summary: The Customer Service Representative is to serve as LaMotte's initial and primary contact with customers, and present LaMotte in a professional, knowledgeable, and courteous manner at all times. Principle duties include supplying basic product information, processing orders and resolving customer service problems. In circumstances where necessary, the representative is to serve as the customer's advocate within LaMotte, being certain that the Customer's viewpoint is properly presented and understood. This position reports to the Customer Service Manager. Schedule/Hours: · Monday through Friday, 12 pm - 8:15 pm. Duties and Responsibilities: 1. Handles the Telephone. · Answers telephone in courteous, friendly, and professional manner and presents a favorable image of LaMotte in all communications with customers. · Promptly accepts calls transferred, without debate. · Responds to customers in a timely manner and always within the same day. · Assists in answering and transferring calls when necessary. · Maintains a pleasant tone and positive attitude in dealing with all types of customers. 2. Billing orders. · Retrieves material que reports from the shipping dept throughout the day that are ready for billing. · Performs billing process by selecting appropriate Pack IDs’ and marking them as shipped. · Reads and follows instructions on material que reports related to the billing process and handling of paperwork of an order. · Ensures that all orders are billed that are shipped each day. 3. Invoice distribution, scanning. · Retrieves printed invoices from export printer and mails to customers. · Pulls invoices for credit card orders and forwards them to accounting. · Completes vouchers and returns to customers for payment when needed. · Scans and attaches material que reports, bill of ladings, and any additional. 4. Copier/Fax Machine. · Assists with maintenance of copier/fax machine. · Helps others when problems arise. · Communicates with the customer service manager when the machine is down, and an outside service vendor needs to be contacted. 5. Processes Orders. · Enters mail, fax, and telephone orders via direct order entry. · Sets up new customer accounts and processes orders according to terms available. · Processes orders and follows through with all necessary information on emergency shipments. · Enter credit card orders, obtaining authorization prior to the processing of the order. · Maintains knowledge of computer "know-how." Uses computer to its fullest capacity to obtain information in locating customer accounts, products, inventory stock, etc. · Quotes pricing and availability and obtains estimated shipping cost upon request. · Obtains ship method and cost from shipping personnel, for orders shipping to Canada, Puerto Rico, Hawaii, etc., and quotes excessive charges to customer prior to shipping order. · Emails information as requested. 6. Resolves Customer Service problems. · Checks order status upon request and performs tracers when orders are late. · Tracks lost/damaged shipments with carriers. · Reviews customers’ claims of shortages. · Handles return requests, issuing Return Authorization Numbers and completing return reports. · Fills out complaint forms for any discrepancy or problem reported by our customers. · Listens to and forwards customer viewpoints and can solve problems in promoting customer satisfaction. Completes complaint form whenever customer expresses dissatisfaction. 7. Maintains Knowledge of Products and Resources Available. · Maintains a catalog/brochure file for easy access when assisting customers. · Uses available resources to search for product specifications, discontinued and replacement products, SDS, instructions, etc. · Maintains knowledge of various markets and products pertaining to each market. · Assist customers in locating information on LaMotte website. 8. Communicates Information to Appropriate Individuals. · Forwards requests to Pricing Agent and Marketing for large quantities or for pricing of products not published. · Communicates and transfers special or unusual requests to the appropriate Market Manager. · Maintains acceptable communication skills with all co-workers throughout the company, portraying an acceptable image as a representative of Customer Service. 9. Transfers Appropriate Calls to Technical Svc and Software Support Teams. · Recommendations for product selection**, including custom kit design. · Questions regarding test procedures and results. · Troubleshooting issues, meter malfunctions, repairs, and requests for loaners. · Complaints on product performance. · Inquiries about products not in catalog or on computer. **Customer Service Representatives are encouraged to respond to these requests when they know the proper reply. 10. Communicates with Supervisor regarding. · Non-routine and unusual customer problems. · Failure to meet customer commitments. · System impediments or failure within LaMotte. · Individual training requirements. 11. Works in Production or Assists in other departments when Customer Service is fully staffed and/or Customer Service Manager acknowledges that the Customer Service workload is light. · Prepares literature (catalogs, flyers, instructions, etc.) for mailing(s). · Assists Marketing with pricing or special projects. · Performs various production duties as assigned by the Customer Service Manager. Miscellaneous Duties: · Lean training and lean events such as kaizen or a 5-day event. · 5-S program in various departments assigned. · DMAICs. Continuously looks for ways to improve both departments and own individual efficiencies and time management, as well as ways to improve any aspect of the Company’s operations and develops and implements DMAICs accordingly. · Notifies Manager of any production, quality equipment, safety, personnel problems, etc. and cooperates in resolving such issues as well. For example, requests assistance when systems prevent the efficient performance of duties or when a system fails. · Provides Manager with feedback to determine where additional training would benefit and obtains additional training as necessary. · Complies with all Company policies (i.e. personnel, safety, etc.). · Performs other duties as assigned. (Such duties may or may not be essential functions of the job.) Work Environment/Physical Demands: Works indoors in a temperature-controlled environment. Primarily sits at desk, talks on telephone, and works on computer; however, walks to and from printers and fax machine, meetings, restroom, etc.; performs 5-S program tasks and responsibilities (see Customer Service’s 5-S program to determine specific physical requirements). Requirements Qualifications/Job Requirements: · High school graduate or GED equivalent. · Excellent communication skills (verbal, written and listening). · Good typing and computer skills. · Previous office experience and experience working with customers, desired. · An aptitude for general sciences desired, but not required. Work Environment/Physical Demands: Works indoors in a temperature-controlled environment. Primarily sits at desk, talks on telephone, and works on computer; however, walks to and from printers and fax machine, meetings, restroom, etc.; performs 5-S program tasks and responsibilities (see Customer Service’s 5-S program to determine specific physical requirements). Work-life and Culture: LaMotte relies on the personal success of our employees. We offer competitive pay with performance and level increases based on skills and more. LaMotte offers a range of different shifts such as mornings, afternoons, evenings, and 12-hour shifts between both facilities to fit employee’s needs. LaMotte offers paid time off including vacation, sick leave, and paid holidays. We have several employee events including holiday events, employee appreciation events, community events, employee engagement, etc. Full-time employees, who regularly work at least 30 hours per week, are eligible for employer-provided insurance including health, dental, vision, disability, life insurance, and supplemental insurance. Full-time employees are eligible to contribute to our 401(k) plan with an employer match available. Chestertown, MD Facility Rates: Salary information provided is based on general guidelines. LaMotte considers all factors (but not limited to) scope and responsibilities of the position, work experience, education, and key skills as well as market and business considerations. LaMotte is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, disability, military status, genetic information, sexual orientation, or any other legally recognized protected basis under federal, state, or local laws.

Responsibilities

The Customer Service Representative acts as the initial contact for customers, professionally supplying product information, processing orders, and resolving service issues while advocating for the customer's viewpoint internally. Key duties involve handling telephone communications, accurately billing orders, distributing invoices, processing various order types via direct entry, and resolving customer claims or shipment issues.