Customer Service Representative

Johnson Matthey • West Chester, PA

3d

About The Position

Together for a cleaner, healthier world Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story. Platinum Group Metal Services (PGMS) is a leading refiner and recycler of precious group metals. The growing demand for low carbon and responsibly sourced products is creating growth opportunities in critical metals recycling and secondary refining, and as the world’s largest precious metals recycler, PGMS is a key player in the circular economy. 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

• Bachelor’s Degree
• Minimum 3 years customer service experience
• Excellent communication and Active listening
• Ability to multi-task, prioritize, and manage time effectively
• Highly computer literate with exceptional Microsoft Word, Excel and PowerPoint skills

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.

Benefits

• We offer a competitive compensation and JM Elements benefits package including bonus, excellent pension contributions and 20 days annual leave (varies for shift- based roles).
• Our JM Elements Benefits programme helps our employees understand and manage the JM benefits, as well as helping you focus on your overall wellbeing – for you and your family.
• We use our inspiring science and technology to enhance lives.
• For those who are passionate about sustainable solutions and shaping our markets, we offer stretch and a wealth of diverse opportunities.
• We’ll give you freedom to bring your whole self to work and be part of a team where difference matters and all voices are heard, that genuinely cares for you and where your contribution is appreciated.
• We’ll empower you to lean in and make things happen, to create solutions and value for our customers.
• United by our values and vision, we’re self-starters sharing the same values and accountability and always with a shared commitment to doing the right thing.
• We’re passionate about making a difference and delivering a better tomorrow for us and for you – a cleaner and healthier world, today and for future generations.
• Johnson Matthey is open for discussion on part time, job share and flexible working patterns.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees