Customer Service Rep I

Evonik•Piscataway, NJ

About The Position

The Customer Service Rep I manages daily order activities and Order-to-Cash services for domestic shipments, including receiving and processing customer orders, resolving order blocks, handling change requests, and overseeing order releases. The role supports customer communication and partners with Business Managers and internal departments to meet customer requirements and satisfaction goals. Responsibilities also include handling customer inquiries, vendor requests, quotations, billing, collections, account and master data in SAP, shipping transactions and required DOT paperwork, and regulatory documentation. The representative researches payment and remittance issues, resolves customer complaints by identifying root causes and coordinating solutions, and provides order information and reports to customers, Sales, and Evonik colleagues. The role also works toward KPI improvements using AI and automation.

Requirements

1–3 years of comparable work experience.
Excellent communication and decision-making skills.
Ability to manage time while handling a high-volume workload.
Self-starter who projects a positive attitude and can work effectively both as part of a team and independently.
Knowledge of SAP and related shipping documents and logistical movements.
Demonstrated PC and CRM capability.

Nice To Haves

Bachelor’s degree in a related field preferred.
Customer support experience within the chemical industry strongly preferred.
SAP experience is a plus.
Understanding of customer service, logistics, and regulatory functions preferred.

Responsibilities

Manage Order-to-Cash processes for domestic orders, including samples.
Handle off-line locations, perform shipping transactions, and provide required paperwork in accordance with DOT compliance.
Work toward KPI improvements using AI and automation.
Receive and process customer inquiries.
Coordinate vendor requests, receipts and accuracy, customer quotations, system entry, and maintenance of customer and cupset price master data records.
Manage daily and monthly customer billing and oversee overdue accounts and collections.
Create and maintain customer account and master data in SAP.
Research and resolve vendor and customer remittance differences and invoice nonpayment; monitor and collect open items using the collections database and SAP transactions and tools.
Record, review, and resolve customer complaints by working with relevant teams to develop solutions and identify root causes.
Manage regulatory matters and documentation requirements, including certificates of analysis and labels, to ensure compliance.
Provide order information and reports to customers, Sales, and Evonik colleagues on request.