Customer Service Representative

Mitsubishi Chemical Group•Chesapeake, VA

20d•Onsite

About The Position

The Customer Service Representative engages with customers to provide product information, ensure customer satisfaction, and resolve customer conflicts. The CSR works closely with all departments from outside Sales teams, production, and shipping to ensure a next level customer experience.

Requirements

SAP or similar Oracle, IBM, Microsoft, Salesforce knowledge is preferred.
PC literacy is required (Microsoft office suite)
High level attention to detail in a manual data entry environment.
Strong interpersonal and communication skills
Ability to prioritize, manage, and complete multiple tasks simultaneously - both for immediate resolution and long-term projects.
Ability to maintain calm and to control or calm customers during high stress or high complaint situations .
Ability to change priorities quickly and calmly while continuing with standard daily activities
Ability to work independently as well as with team members and without direct supervision.
Must be able and willing to work overtime and be flexible with hours where required.
Customer focused
Team Player
Analytical thinker
Self-motivated
Conflict management
Organized
Decision maker under pressure
Ability to work independently

Nice To Haves

Bachelor’s degree or associate degree preferred
3-5 years’ experience in inside sales, customer service and/or a related manufacturing

Responsibilities

Create solid customer relationships and satisfaction through effective and timely resolution of a variety of customer issues.
Receive phone calls and handle questions and inquiries with speed and professionalism
Escalate issues to appropriate department or personnel as needed
Interact with customers to provide timely and accurate information about products, order status, inventory, shipping, and production
Receive, process, and verify the accuracy of orders by entering data into SAP system
Identify trends in customer satisfaction or dissatisfaction and report them to management
Partner with Regional Sales Managers (RSMs) to support customer needs and meet and exceed customer service expectations
Provide support and planning for sales functions.
Respond timely and accurately to inquiries of price, availability, stock replenishment, order fulfillment, etc. during initial call/emails.
Quote system pricing or use limited pricing guidelines provided by management.
Engage Tech Service, Operations, and Logistics if/when the inquiries warrant.
Reporting and data collection
Other duties as assigned by department manager