Customer Service Representative

Actylis•Harrisville, UT

1d•Onsite

About The Position

Actylis is a global solutions provider with over 75 years of experience, specializing in streamlining the management of critical ingredients and raw materials for business partners. They offer both sourcing and manufacturing solutions tailored to meet diverse and evolving needs, ensuring a reliable, agile, and secure supply network. Actylis is committed to customization, creating flexible solutions for unique specifications, custom packaging, or tailored logistics strategies. With deep expertise in quality and regulatory compliance, sourcing and logistics management, analytical services, and R&D support, they aim to reduce complexities and mitigate risks for their partners. Actylis is expanding its team and offers a comprehensive benefits package and opportunities for challenge and growth. The Customer Service Representative position is an integral part of the sales team, responsible for all activities regarding customer purchase orders, order confirmation, and shipping communication to ensure customer expectations are met or exceeded. This role requires effective written and verbal communication to build and maintain business relationships with customers, while maintaining open order reports in real time to ensure reliable communication with key stakeholders to achieve business objectives. The person in this role will work effectively with multiple sales personnel and relies on experience and judgment to accomplish identified company goals.

Requirements

High School Diploma required
Proficiency in Windows, Word, Excel, Power Point, Google Apps
Ability to learn additional computer programs
3+ years of experience in customer service and/or secretarial duties
Excellent verbal and written communication skills
Understanding of word processing and computer applications, data entry, and report preparation
Ability to work independently and as a team player
Positive, empathetic, and professional attitude towards customers and colleagues
Proven record of working across functional teams, inside & outside sales/logistics
Highly disciplined work ethic

Nice To Haves

College degree helpful
Background in science, math, and accounting is helpful but not required
Understanding of GMP or other document control processes also helpful, but not required

Responsibilities

This position is the first point of contact with continued contact throughout the lead time and production cycle, answering queries and providing the timely service our customers need
Provide exceptional customer service to sales managers and customers via email communication
Coordinate and work closely with sales team to manage customer orders, pricing, provide product availability & information and recommendations where appropriate or requested
Resolve customer complaints and issues in a timely and professional manner
Create and maintain customer accounts in our system
Process customer orders and provide accurate order tracking information
Coordinate with shipping department to ensure timely delivery of customer orders
Meet or exceed customer service expectations, including response time, accuracy, and order fulfillment
Ensure compliance with company policies and procedures
Prepare purchase orders and sales orders, relay pertinent order information to customers, sales and logistics
Take responsibility to provide excellent customer service, including following up on all purchase orders, tracking sales orders & sample tracking
Take ownership to ensure outstanding customer experience/satisfaction and provide professional customer support by prompt handling of customer questions and concerns
Provide verification for pricing, inventory, terms and conditions, and special requirement as applicable
Prepare C of A’s as necessary
Prepare Letters of Credit, Shipping exception forms, credit memos, and other forms as necessary
Be able to run a variety of reports out of Sage ERP system (training provided)
Learn new software applications as job functions require
Assist Product Business Manager as needed and providing back-up support
Receives and checks purchase orders for pricing and detail accuracy, enters the orders into the system, and confirms back to the customer that the order has been received and gives an approximate ship date
Targets 24-hour timeline from time of order receipt to time of order confirmation
Maintains an accurate open order report and coordinates with production and quality as product is manufactured and released for shipment
Works closely with warehouse to identify and prepare shipments once product is released and creates commercial invoices and other documentation when required for shipments being exported to domestic and international destinations
Creates pro forma invoices for customers requiring pre-payment and ensures receipt of payment prior to shipment
Works with accounting department and assists in light accounting procedures that pertain to their customers
Sends aging reports and assists in fund collection as needed/required.
Other duties as assigned