Customer Service Representative

Sika AG•Madison Heights, MI

3d•Onsite

About The Position

Sika is a specialty chemical company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and industry. Sika has subsidiaries in 103 countries around the world, produces in over 400 factories, and develops innovative technologies for customers worldwide. In doing so, it plays a crucial role in enabling the transformation of the construction and transportation industries toward greater environmental compatibility. Approximately 33,000 employees generated CHF11.20 billion in sales in 2025. This role involves receiving, reviewing, and processing customer orders and requests through various channels, entering and maintaining accurate order information in SAP and related systems, and monitoring orders from entry through shipment and delivery. The representative will act as a liaison between customers and various internal departments to expedite orders and resolve issues, research and resolve customer inquiries, coordinate return material paperwork, and escalate urgent concerns to management. The position also supports reporting, maintains professional relationships, encourages customer use of self-service tools, follows established policies, and identifies process improvement opportunities.

Requirements

High school diploma or equivalent required
Microsoft Office and email proficiency required
Strong communication, organization, time management, attention to detail, and problem-solving skills required
Ability to manage multiple priorities, follow through on commitments, and work effectively in a high-volume environment
Ability to handle difficult customer situations professionally and maintain composure under pressure
Ability to develop and maintain effective working relationships with customers and employees throughout Sika

Nice To Haves

associate or bachelor’s degree preferred
Two or more years of customer service, order management, inside sales support, manufacturing, distribution, or related business experience preferred
Experience with SAP or other order entry software preferred
Salesforce, customer portals, reporting tools, or Power BI experience is a plus

Responsibilities

Receive, review, and process customer orders and requests received by phone, email, customer portal, EDI, or other approved channels.
Enter and maintain accurate order information in SAP and related systems, including customer details, material numbers, quantities, pricing, requested dates, delivery instructions, and documentation.
Monitor orders from entry through shipment and delivery; communicate status, availability, backorders, delivery changes, and follow-up actions to customers, field sales, and internal stakeholders.
Act as a liaison between customers, field sales, production scheduling, plants, supply chain, logistics, shipping, credit, and accounts receivable to help expedite orders and resolve issues.
Research and resolve customer inquiries related to order status, product availability, pricing discrepancies, invoices, credits, debits, returns, re-bills, and shipment concerns.
Coordinate return material paperwork and related follow-up in accordance with company policy.
Escalate urgent customer concerns, recurring issues, or service risks to management with clear facts, impact, and recommended next steps.
Support daily and weekly backorder, open order, and customer follow-up reporting as assigned.
Maintain professional working relationships with customers, field sales, plants, planners, and internal support teams.
Encourage customers to use approved ordering and self-service tools where appropriate, including customer portal or system order processes.
Follow established customer service policies, standard work, documentation requirements, and compliance expectations.
Identify process improvement opportunities and share feedback that can improve customer experience, order accuracy, communication, and internal handoffs.
Perform other duties as assigned by the manager.