Customer Service Representative

Ellsworth Adhesives • Sparks, NV

3d • 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 Sparks, NV. This is a hybrid role within a family-run company that has experienced continuous growth for over 50 years. The company manufactures and packages adhesives used in various industries including cell phone, medical device, aerospace, and electric vehicles. The Customer Service Representative will be responsible for driving the customer experience and processing transactional customer requests with 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
• Acts as escalation point for new hires and handles complex customer inquiries/conflict with minimal assistance

Benefits

• Competitive wage
• Bonus plan
• Health insurance
• Prescription coverage
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Flexible Spending Account
• 401(k)
• Employee Assistance Program
• Paid Time Off
• Paid Holidays
• Wellness Program
• Social Events
• Community Involvement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED