Customer Support Representative

Givaudan Sense Colour•Louisville, KY

11d•Onsite

About The Position

The Customer Support Representative will uphold DDW’s Mission Statement, Quality Policy, and Values and Beliefs. This role requires performing work accurately and reliably with proper thoroughness according to established procedures, and maintaining a strong work ethic including being at work when scheduled, arriving on time, and being ready to work at the start of the shift. The position involves coordinating and following up on all customer and broker inquiries, managing customer service for a sales base, and maintaining pricing and customer information in a computer database. Regular communication with involved parties on customer issues, as well as with Sales, Customer Support, and Production to ensure logistics, shipping details, and documentation requirements are met, is essential. This role also involves working with various departments to develop improvements in Customer Service, actively participating in the Quality Improvement Process, documenting customer orders, and ensuring performance excellence according to key measures. Processing export shipments according to regulations and interacting with Sales Managers, Production associates, and the Logistics Coordinator are also key functions. The representative will participate in 'Clean, Bright and White' initiatives and perform other duties as assigned.

Requirements

Excellent verbal and written communication skills.
A self-starter with can-do attitude.
Capable of handling detailed work accurately.
Ability to prioritize and meet deadlines.
Demonstrated knowledge of transportation and logistics.
Strong written and verbal communication skills and demonstrated strength with customer and supplier interaction.
Team player – demonstrated willingness to support other areas to optimize our ability to satisfy customer demands.
Ability to work between the hours of 8:00 AM to 5:00 PM.
Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.
Work Environment/Safety: Promotes mutual respect, keeps workplace clean and safe, supports safety programs.
Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
Vision and Values: Supports values and daily actions and decisions, communicates vision and values to others, generates enthusiasm, incorporates vision when planning.
Communication: Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
Customer Service: Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.
Sales Team Support: Shares information with manager and team, works as part of a team, works with other departments, follows company policies and values, balances short- and long-term goals.
Sense of Urgency: Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines.

Nice To Haves

Formal education in transportation and logistics a plus.
Experience in a manufacturing environment service area a plus.
Bilingual (English/Spanish) a plus.

Responsibilities

Coordinate and follow up on all customer and broker inquiries.
Manage customer service for a sales base as designed by the customer service team.
Maintain pricing and customer information in a computer database.
Regularly communicate and provide feedback to all involved parties on customer issues in a timely manner.
Communicate regularly with Sales, Customer Support and Production to ensure that logistics, shipping details, documentation requirements, etc. are known and managed to meet customer expectations.
Work with Customer Support, Sales, Production and others to develop improvements in Customer Service.
Actively participate in the Quality Improvement Process, particularly assisting in collecting customer data.
Document customer orders and ensure all requirements for each customer are verified.
Ensure customer support performance excellence according to key measures such as documentation errors, credit/debits issued and other measures as defined.
Process export shipments according to regulations.
Interact with Sales Managers, Production associates and Logistics Coordinator on applicable issues.
Participate in Clean, Bright and White.
Other duties as assigned.