Customer Service Lead

Brenntag•North Liberty, IA

1d•Onsite

About The Position

The Customer Service Lead acts as second-in-command to support and oversee the customer service team as well as maintain the regular responsibilities of a Customer Service Representative. The Customer Service Lead is responsible for entering, maintaining, updating, and processing sales orders from order receipt through shipment. The Customer Service Lead is also responsible for assisting with related issues such as samples, product inquiries, A/R inquiries, shipments of materials from several outside warehouse locations, and order follow-up. The Customer Service Lead should be comfortable in sales related activities which will require direct contact with customers regarding orders or inquiries, with our other Regional Office personnel along with the shipping warehouse personnel and be comfortable on a computer for the vast majority of their day in an office environment. The Customer Service Lead may also assist the customer in identifying products and advising the sales force when a sales person’s attention is required. Prepares and enters orders received by phone, mail, fax, and portals from customers and sales force. Completes the picking and shipping process along with billing. Verifies all shipping, billing, pricing, and purchase order information. Checks computer generated Bill of Lading (BOL) Status Report. Enters special instruction(s) related to orders, customer instruction requests, customer code maintenance, and notes. Interacts with customers, sales force, production, warehouse personnel, and other personnel on a regular basis to resolve problems, obtain information, and provide information relating to the status of an order. Regularly communicates with internal and external customers on various issues. Notifies purchasing on stock issues (i.e. taking more than half of the stock or all stock, no stock and short stock, etc.). Operates as a team member on all data entry and order intake, supporting other Customer Service Representatives as necessary. Audits customer purchase orders for pricing, quantity, terms of sale, requested ETA (if applicable), carrier, special shipping instructions, and double-checking other’s orders. Researches/questions credit issues, short pay, and returned material issues. Documents and resolves customer complaints. Understands and utilizes Brenntag Unified System (BUS). Develops and maintains good working relationships with internal and external customers. Ensures compliance with all company policies and all regulatory agencies, including but not limited to: DOL, EEOC etc. Supports the vision and mission of the company. Performs other inventory transactions as needed (in absence of Customer Service Manager). Other duties as assigned.

Requirements

Excellent written and oral communication skills
Strong time management and organizational skills
Two years of experience in customer service preferably in distribution, warehousing, or logistics
High School Diploma or GED

Nice To Haves

Associate’s Degree preferred

Responsibilities

Act as second-in-command to support and oversee the customer service team
Maintain the regular responsibilities of a Customer Service Representative
Enter, maintain, update, and process sales orders from order receipt through shipment
Assist with related issues such as samples, product inquiries, A/R inquiries, shipments of materials from several outside warehouse locations, and order follow-up
Engage in sales related activities which will require direct contact with customers regarding orders or inquiries
Interact with Regional Office personnel and shipping warehouse personnel
Be comfortable on a computer for the vast majority of their day in an office environment
Assist the customer in identifying products and advising the sales force when a sales person’s attention is required
Prepare and enter orders received by phone, mail, fax, and portals from customers and sales force
Complete the picking and shipping process along with billing
Verify all shipping, billing, pricing, and purchase order information
Check computer generated Bill of Lading (BOL) Status Report
Enter special instruction(s) related to orders, customer instruction requests, customer code maintenance, and notes
Interact with customers, sales force, production, warehouse personnel, and other personnel on a regular basis to resolve problems, obtain information, and provide information relating to the status of an order
Regularly communicate with internal and external customers on various issues
Notify purchasing on stock issues (i.e. taking more than half of the stock or all stock, no stock and short stock, etc.)
Operate as a team member on all data entry and order intake, supporting other Customer Service Representatives as necessary
Audit customer purchase orders for pricing, quantity, terms of sale, requested ETA (if applicable), carrier, special shipping instructions, and double-checking other’s orders
Research/question credit issues, short pay, and returned material issues
Document and resolve customer complaints
Understand and utilize Brenntag Unified System (BUS)
Develop and maintain good working relationships with internal and external customers
Ensure compliance with all company policies and all regulatory agencies, including but not limited to: DOL, EEOC etc.
Support the vision and mission of the company
Perform other inventory transactions as needed (in absence of Customer Service Manager)
Perform other duties as assigned