CUSTOMER SERVICE REPRESENTATIVE

Formosa Plastics•Livingston, NJ

About The Position

Provide customer service support in the Customer Service Department under the supervision of the Customer Service Manager. Serves as a liaison between the plant (or terminal) and the customer, ensuring timely processing of orders and reliable service from beginning to end. The Customer Service Representative is responsible for delivering products and services to customers that meet the highest standards in Customer Satisfaction, with a willingness to go above and beyond to assist the customer and fulfill their needs.

Requirements

A minimum of one year of customer service experience
4-year college degree
Proficiency in Microsoft Excel, Word, Outlook, Teams.
Strong organizational and record‑keeping skills.
Ability to diagnose issues and solve problems.
Experience with ERP or CRM systems.
Strong written and verbal communication skills.

Nice To Haves

This role may require minimal travel

Responsibilities

Maintain effective relationships with assigned customers and serve as primary contact for day-to-day customer service matters.
Understand customer requirements, ordering patterns, delivery expectations, and inventory needs.
Respond to inquiries and take ownership of customer issues through resolution within established authority.
Process new, revised, cancelled, sample, stock transfer, urgent, and diversion orders from receipt through shipment and delivery.
Consider inventory, scheduling, credit, pricing, transportation, quality requirements, and other relevant factors.
Coordinate with appropriate departments to resolve order and shipment issues.
Act as a liaison among customers, Sales, Product Management, Credit, Logistics/Traffic, Plant Shipping, Quality, and other departments.
Communicate customer requirements accurately and coordinate activities necessary to complete orders and resolve issues.
Identify and address customer service, order, shipment, and inventory issues.
For non-routine situations, gather relevant information, identify the underlying issue, evaluate available alternatives, and determine an appropriate course of action within established procedures and authority.
Escalate matters when management approval is required or the issue exceeds the position's authority.
Monitor assigned customer, outside terminal, consignment, and VMI inventories.
Identify replenishment needs and coordinate stock transfers or shipments based on customer requirements, inventory availability, and established procedures.
Handle urgent orders, same-day shipments, diversions, and special customer requests.
Evaluate available information and coordinate with appropriate departments to implement an appropriate solution within established authority.
Follow assigned customer and operational issues through resolution.
Decisions made within the position's authority may affect customer satisfaction, order fulfillment, inventory availability, shipment timing, and customer relationships.