Customer Service Representative 1

Wacker Chemie AG•Ann Arbor, MI

2d•Hybrid

About The Position

The Customer Service Representative (CSR) is part of the “sales team” working with Sales Managers, Supply Chain, Logistics, Credit, and various functions within the Business Teams. This position is responsible for offering the best customer satisfaction for business success by managing customer requests and order management, and by maintaining good relationships with customers Pre-Sale.

Requirements

Associates degree required, Bachelor’s degree preferred
Minimum 4 years’ customer service experience
Must have knowledge of SAP software and/or similar workplace application programs (Oracle)
Basic knowledge of logistical processes
Excellent computer skills: Microsoft Office
Customer- and Service- oriented
Excellent communication skills, both written and oral
Ability to deal with conflicts
Ability to work under pressure
Excellent time management and organizational skills
Ability to work legally in the United States on a permanent unrestricted basis

Responsibilities

Assist Credit Department and Sales Managers in setting up new accounts in SMART and SAP
Maintain Customer master data
Order acceptance and entry: domestic and import (indent)
Order change management
Monitoring of open orders and working in conjunction with Supply Chain and Logistics in exception management of order fulfillment (sales order-material-delivery) including proactive communication to customers
Order delivery tracking as needed
Manage customer inventory (VMI) and review customer electronic portals
Complaint entry and closure of assigned tasks
Organize returns
Credit-/debit request entry in SAP (indent only)
Assist E-Business manager in evaluating potential E-Business customers
Support customers in implementation
Assist E-Business Team with exception management
Manage customer requests
Maintain good relationships with customers
Monitor order patterns
Visit Customers with Sales Managers
Proactively communicate order status/delays incl. "courtesy" calls
Communicate regularly with Sales/Key Account Managers (exchange information and assist each other in support of customer)
Visit customers with Sales/Key Account Managers as required
Key User (SAP R/3 SD, SMART, IT)
Distributor support
Reconciliation of consignment inventory in coordination with Logistics and with Sales Managers
Backup for absent CSR colleagues
Other administrative activities e.g. filing, archiving
Communication interfaces
Training and meetings