Customer Service Account Representative

Calumet•Indianapolis, IN

About The Position

The Customer Service Account Representative provides front-line business-to-business customer support for order entry, order management, and effective order fulfillment. The role uses company business systems to manage customer orders from receipt through delivery and works with customers, Sales, manufacturing locations, Accounting, Credit, Pricing, and Transportation to provide accurate, timely service and resolve order-related issues. The representative communicates with customers about order status, changes, product availability, shipment timing, documentation needs, and issue resolution. As a customer advocate, the representative captures voice-of-customer feedback, identifies recurring service issues, investigates concerns, and coordinates corrective and preventive actions. The role follows customer support procedures, service standards, and system controls, while contributing to departmental coverage, knowledge sharing, cross-training, process documentation, and continuous improvement. It also provides administrative support to the department and performs other duties as assigned.

Requirements

At least 3 years of related customer service, account management, order fulfillment, or related experience.
Proficient computer skills, with demonstrated experience in Microsoft Office and order entry systems.
Demonstrate attention to detail, customer focus, clear professional communication, problem solving and judgment, organization and planning, collaboration, adaptability, continuous improvement, ethics and integrity, and systems and process discipline.
Demonstrate Calumet Values: Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, and Excellence.

Nice To Haves

At least 5 years of business-to-business customer service experience.

Responsibilities

Enter and maintain customer sales orders accurately and on time, including purchase order information, product details, quantities, pricing, shipping instructions, and requested delivery dates.
Manage orders from receipt through delivery by monitoring open orders, identifying risks or delays, and communicating updates to customers and internal business partners.
Process EDI orders and transactions, monitor for exceptions or failed transmissions, research discrepancies, and coordinate corrections.
Review customer purchase orders for completeness and accuracy and follow up on missing information, duplicate purchase orders, conflicting instructions, or other order entry exceptions.
Investigate and help resolve pricing discrepancies, pricing blocks, credit holds, availability concerns, transportation issues, and other conditions that may delay fulfillment.
Maintain accurate order notes and supporting documentation in applicable systems.
Coordinate with Sales, Pricing, Credit, Transportation, Accounting, manufacturing locations, and other partners to resolve issues and support customer commitments.
Communicate professionally with customers about order status, changes, product availability, shipment timing, documentation needs, and issue resolution.
Capture voice-of-customer feedback, identify recurring service issues, and share insights to support process improvements and a stronger customer experience.
Investigate customer concerns, coordinate corrective and preventive actions, and escalate urgent or complex matters appropriately.
Follow established customer support procedures, service standards, system requirements, documentation standards, and internal controls while adapting to changing priorities and customer requirements.
Contribute to departmental coverage, knowledge sharing, cross-training, process documentation, and continuous improvement initiatives.
Represent Calumet professionally and build strong customer and internal partnerships through responsive, accurate, and courteous support.
Provide administrative support to the department and perform other duties as assigned.