Customer Service Representative

Johnson Matthey•Whiteland, IN

20d•Hybrid

About The Position

World-changing careers, enabled by Johnson Matthey. With more than 200 years history, join us and help to accelerate the transition to net-zero! As a Customer Service Representative you’ll contribute to JM’s mission as a world leader in sustainable technology, transforming energy and reducing carbon emissions for a cleaner, brighter future. Direct account responsibility for inside sales of precious metal, precious metal products, and Nitinol products within assigned industrial market sector via telesales role. Direct responsibility for all customer quotations, order entry, verification of order parameters, including lead time and change notices within assigned product group. Incumbent must be responsive to customers’ requirements by coordinating expediting of customer orders with plant scheduling, resolving complaints, processing invoices, ensuring accounts are paid in full and maintained with established credit terms.

Requirements

Customer service experience - Essential
Excellent communication and active listening
Ability to build strong collaborative relationships
Ability to multi-task, prioritize, and manage time effectively
Strong organizational skills
High attention to detail
Highly computer literate with exceptional Microsoft Word, Excel and PowerPoint skills

Nice To Haves

Bachelor’s Degree - Desired

Responsibilities

Acts as a liaison between Johnson Matthey business unit and customers to facilitate and enhance working relationships to insure customer needs are met
Responsible to assist with the achievement of planned revenue, account development and implementation for products and services manufactured by the business unit
Obtains, communicates, and identifies opportunities, competitive information, customer needs, trends and influences on accounts
To interact daily with industrial customers to provide outstanding customer service for the products and services of Platinum Group Metal Services through telephone/email contact with customers.
Act as liaison between JMI departments and customers to facilitate working relationships and ensure that customer needs are understood and communicated.
Accurately quote prices.
Order entry and verification of the customer’s written purchase order, order confirmation, and invoice must be complete within 24 hours of receipt.
Respond to all standard quote requests within 24 hours.
Contact customer within specified time period to assist in follow-up on quotes.
Coordinate quoting of nonstandard items through cost estimating making certain that customer requirements are fully specified and clearly understood.
Coordinate resolution of all customer complaints on a timely basis in such a way as to result in improved customer relations.
Direct monitoring of customer metal consignment balances/metal deals to ensure adequate quantity of metal is present to meet the business unit’s financial and production requirements.
Assist in budgeting process and monthly forecasting process by providing information on customer trends and tendencies to support revenue and S&OP demand forecasting.
Maintain a business and technical awareness for those products assigned to the Customer Service Representative.
Interface with Customer Service Manager/ Sales Manager to expedite flow of pertinent information and coordinate response to customer needs.