Customer Service Representative

Ellsworth Corporation•Germantown, WI

1d•Hybrid

About The Position

Ellsworth Adhesives is seeking a Customer Service Representative to join their Specialty Chemical Distribution (SCD) Division in Germantown, WI. This is a hybrid role within a growing, family-run company that has been in business for over 50 years. Ellsworth Corporation is a global leader in the distribution, manufacturing, and packaging of adhesives used in various industries including cell phone, medical device, aerospace, and electric vehicles. The Customer Service Representative will be responsible for driving the customer experience and processing transactional customer requests with a strong sense of urgency and accountability.

Requirements

3+ years of professional customer service experience
High School diploma or equivalency required
Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minute
Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems

Nice To Haves

Associate’s degree preferred
Basic to intermediate excel skills preferred
Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred
Experience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferred
Consistently demonstrates approachability with team members and is team oriented

Responsibilities

Processes incoming requests via chat, phone, web, or Customer Relationship Management System (CRM) for orders, quotes, product inquiries, expedites, and Return Material Authorizations (RMA’s) proficiently without regular assistance
Works with internal teams such as purchasing, shipping and credit, with a high sense of accountability and urgency, in order to provide customer updates
Follows detailed contract review/audit guidelines on order entry
Executes customer sample requests and processes order updates and changes
Handles standard customer escalations autonomously with first contact resolution when possible
Proactively identifies potential breakdowns in the customer experience and gets ahead of customer issues, including customer shelf-life discrepancies
Contributes to training material/initiatives/topics in the department
Demonstrates a high level of product, system and customer expertise
Acts as escalation point for new hires and handles complex customer inquiries and conflict with minimal assistance