Customer Service Representative

Pilot Chemical•West Chester, OH

15d•Hybrid

About The Position

This role provides Customer Service through Sales order processing, will serve as a liaison between the customer, manufacturing, and Regional Sales Managers (RSM); and provide the most consistent link between the company and the customer. This person will support and foster the goal of best in class customer service while at the same time preserving and educating the customer of company business practices. This role is based at our West Chester, Ohio headquarters and will have the opportunity to work a hybrid schedule (part of week in office, part remote).

Requirements

High School Diploma. 1-2 years of college is preferred.
Minimum 3 years professional experience in customer service, preferably in a manufacturing environment or the chemical industry.
Superior interpersonal, verbal, written, and listening skills.
Proven conflict resolution and problem-solving skills.
PC and Windows experience a must. Advanced knowledge of MS Office package.
Excellent computer skills
Individual should be able to prioritize tasks and be capable of self-direction.

Nice To Haves

As this position requires the incumbent to handle multiple tasks at once, individual should possess strong time management skills. Any course in time management recommended.
Highly regarded candidates will have Export order processing experience, and an understanding of export paperwork requirements & logistics, and export billing. At minimum, candidates should demonstrate a desire to learn export processing, as this position may be asked to assist with Export order processing.

Responsibilities

Responsible for the daily customer service process, including: processing orders, confirmation of order to the customer, ensuring all information associated with the order is correct, ensuring that the customer’s expectations are met regarding the order.
Works proactively to inform the customer of changes to order or delivery that impact the customer. Performs the same function with respect to manufacturing and customer changes.
Is informed regarding the customer’s general business, plant/manufacturing locations, overall applications.
Is informed regarding the company’s general offering to the market place with regard to products and manufacturing sites.
Maintains a professional relationship with customer contacts; ensures that contact/account information is current.
Coordinates with manufacturing and logistics to ensure cost effective, on-time delivery of products that meet or exceed the customer’s needs.
Responsible for maintaining good relationships with AMs (Account Managers), manufacturing and logistics.
Informs the customer as necessary of company business policies and ensures that the AM and organization is aware of customer practices that may not adhere to them.
Works in tandem with AM to provide world-class service to customers.
Continuously improves customer service quality.
Captures and processes any non-conformances impacting orders.
Responsible for the daily customer service process, including improving and implementing procedures and work instructions for the sales order process.
Establishes and maintains customer contacts to ensure quality customer service, resolve issues, coordinate and facilitate service delivery, and provide timely customer information.
Responsible for ensuring compliance with the Responsible Care Management System® including the establishment of policies and procedures, assigning responsibilities and tracking progress.