Customer Service Account Representative

Calumet•Indianapolis, IN

10d

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. Using company business systems, the representative manages customer orders from receipt through delivery and works closely with customers, Sales, manufacturing locations, Accounting, Credit, Pricing, and Transportation to provide accurate, timely service and resolve order-related issues. The position also provides administrative support to the department and performs other duties as assigned.

Requirements

3 or more 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.
Ability to demonstrate Calumet’s values: Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, and Excellence.
Attention to detail, customer focus, professional communication, problem-solving and judgment, organization and planning, collaboration, adaptability, ethics and integrity, and systems and process discipline.

Nice To Haves

5 or more years of business-to-business customer service experience.

Responsibilities

Enter and maintain customer sales orders accurately and on time, ensuring complete 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 timely 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, following up on missing information, duplicates, conflicting instructions, and other order-entry exceptions.
Investigate and help resolve pricing discrepancies, pricing blocks, credit holds, availability concerns, transportation issues, and other conditions that may delay order fulfillment.
Maintain clear and 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 that 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, and system controls while adapting to changing business 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.