Customer Service Representative

Ellsworth Corporation•Germantown, WI

12d•Hybrid

About The Position

Ellsworth Adhesives, a global, industry-leading distributor of specialty chemicals and equipment and adhesive manufacturer, is seeking a Customer Service Representative for its Specialty Chemical Distribution (SCD) Division in Germantown, WI. This is a hybrid role. Ellsworth Corporation is a family-run company with over 50 years of continuous growth, specializing in adhesives for cell phone, medical device, aerospace, and electric vehicle industries. The Customer Service Representative will drive the customer experience and process incoming transactional customer requests with a strong sense of urgency and accountability.

Requirements

3+ years of professional customer service experience.
High School diploma or equivalency required.
Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minute.
Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems.

Nice To Haves

Associate’s degree preferred.
Basic to intermediate excel skills preferred.
Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred.
Experience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferred.
Consistently demonstrates approachability with team members and is team oriented.

Responsibilities

Processes incoming requests via chat, phone, web, or Customer Relationship Management System (CRM) for orders, quotes, product inquiries, expedites, and Return Material Authorizations (RMA’s) proficiently without regular assistance.
Works with internal teams such as purchasing, shipping and credit, with a high sense of accountability and urgency, in order to provide customer updates.
Follows detailed contract review/audit guidelines on order entry.
Executes customer sample requests and processes order updates and changes.
Handles standard customer escalations autonomously with first contact resolution when possible.
Proactively identifies potential breakdowns in the customer experience and gets ahead of customer issues, including customer shelf-life discrepancies.
Contributes to training material/initiatives/topics in the department.
Demonstrates a high level of product, system and customer expertise.
Acts as escalation point for new hires and handles complex customer inquiries and conflict with minimal assistance.