Customer Service Representative

AGC Chemical Americas•West Whiteland Township, PA

About The Position

AGC Chemicals Americas is a global subsidiary of AGC Inc., a multinational corporation and one of the world’s largest manufacturers of glass, electronic displays, and chemical products. Headquartered in Exton, Pennsylvania, including a state-of-the-art technology center, AGC Chemicals Americas maintains manufacturing operations in nearby Thorndale, Pennsylvania, a satellite sales office in Sao Paulo, Brazil and warehouses located throughout North America. AGCCA provides you with the opportunity to collaborate with great people. As part of a global company, you will gain important international perspective and will be part of a network of thousands of colleagues worldwide while enjoying the small-company environment where you can see the impact of the company's success. The Customer Service Representative (CSR) with AGCCA is not the typical customer service role. This position focus on the intricacies of customer support and is ideal for those who have managed the entire order process, handling requests, and providing support and solutions needed in a timely, professional, and courteous manner. The CRS serves as a key contact and liaison for customers to ensure their total satisfaction and interacts with customers on an ongoing basis, Although focused on the external customer, this position will also provide exceptional support to production support and the commercial teams.

Requirements

High School Diploma or equivalent and/or at least 3 years of customer service experience, preference to experience in a chemical or manufacturing environment.
Proficiency in Microsoft Office Suite with high proficiency in Excel required.
ERP Experience Required. Dynamics AX or Dynamics D365 ERP experience is highly desirable.
Outstanding problem-solving abilities.
Excellent written and verbal communication skills.
Knowledge of customer service best practices.
High level of accuracy, detail orientation, and organizational skills required.
Basic understanding of logistics terminology.

Responsibilities

Manage assigned account orders from receipt of PO through product delivery.
Proficient in use of tools and reports to help facilitate delivery. Understands specific documentation requirements for assigned accounts. Maintains accurate notes in order/customer file for business continuity.
Follow SOPs for standard Order acceptance. Validate order accuracy for pricing, ship to, bill to and correct product specification.
Manage customer expectations on sales order delivery dates especially when unexpected delays or inventory issues occur.
Coordinate between Sales and Supply Chain to balance customer order requests when supply is limited. Proficient in reserving material based on customer specifications and understands basic Net Requirements and Available To Promise functionalities of the ERP system.
Coordinate with business managers, warehouses, production planning, quality control and technical service for achieving customer satisfaction and answering inquiries in a timely manner.
Provide account management backup support for accounts or product lines during team members scheduled/unscheduled absences.