Customer Service Representative

Tremco Construction Products Group•Cleveland, OH

12d

About The Position

The Euclid Chemical Company is seeking a customer-focused, detail-oriented professional to join our team as a Customer Service Representative. In this role, you will serve as a key point of contact for customers and sales personnel, ensuring orders are processed accurately and efficiently while delivering an exceptional customer experience. The Customer Service Representative is responsible for providing outstanding service to customers and strong support to the sales team. This position manages the order fulfillment process from order entry through shipment and invoicing, ensuring all transactions are completed accurately, promptly, and in accordance with company procedures.

Requirements

High school diploma, GED, or equivalent combination of education and experience.
Previous customer service experience.
Experience working effectively in a collaborative team environment.
Strong computer and data-entry skills.
Exceptional verbal and written communication skills.

Nice To Haves

Customer service experience within a manufacturing environment.
SAP or other ERP/MRP system experience.
Experience managing order fulfillment, shipping coordination, or logistics-related activities.

Responsibilities

Respond to customer inquiries and process incoming orders via phone and other communication channels.
Enter sales orders into SAP accurately and on the same day they are received.
Review orders to ensure all information is complete and correct prior to processing.
Provide timely and accurate information to customers, sales representatives, and management.
Coordinate shipments, including job site deliveries and shipments from multiple warehouse locations throughout the United States.
Ensure orders are shipped and invoiced accurately and on schedule.
Process customer complaints and return requests, including: Preparing complaint documentation, Issuing return authorizations, Securing required approvals.
Maintain documentation and records for approved exceptions and special requests.
Enter customer quotes as provided by sales representatives.
Process product returns and credits as required.
Collaborate effectively with internal departments including Credit, Accounting, Inventory Control, Traffic, and Purchasing.
Build and maintain positive working relationships with colleagues and cross-functional partners.
Support continuous process improvement initiatives.
Perform additional duties and responsibilities as assigned.