Customer Service Representative

Economy Polymers & Chemicals•Houston, TX

24d•Onsite

About The Position

We are seeking a Hazardous Materials Customer Service Representative to join our Customer Service and Transportation team supporting a 24/7 chemical manufacturing and logistics operation. This is a high-volume, safety-sensitive position responsible for coordinating customer orders and shipments while serving as a key communication link between customers, drivers, warehouse personnel, suppliers, transportation providers, and internal departments. The facility processes more than 90 loads per week, requiring a highly organized and dependable individual who can manage multiple priorities while maintaining exceptional accuracy, communication, and attention to detail. Because we handle hazardous materials, shipment information, documentation, scheduling, routing, customer instructions, and compliance requirements must be handled carefully and accurately. Safety, accuracy, and compliance are always the highest priorities.

Requirements

Strong customer service skills.
Excellent verbal and written communication.
Exceptional attention to detail.
Strong organizational and time-management skills.
Ability to manage multiple priorities in a high-volume environment.
Ability to remain calm and professional under pressure.
Sound judgment and problem-solving skills.
Ability to consistently follow established procedures.
Willingness to ask questions and verify information when uncertain.
Dependable attendance and punctuality.
Ability to work independently while contributing effectively to a team.
Ability to learn company-specific software, systems, and procedures.
Ability and willingness to work the required 1:00 PM–8:30 PM schedule and participate in the rotating weekend on-call schedule.
Experience in customer service, transportation, dispatch, logistics, chemical manufacturing, hazardous materials, or a related industry is preferred.
Employees must be able to comply with applicable PPE, safety, and facility requirements when entering operational areas.
Employees are required to follow all applicable environmental, health, safety, and facility requirements.
Employees entering operational areas must comply with all applicable facility safety and PPE requirements.
Reliable attendance, punctuality, and dependable participation in the on-call rotation are essential.
Employees assigned to on-call duty must remain available and reachable during their assigned on-call period.
Employees assigned to on-call duty must respond promptly to calls, messages, and operational requests.
Employees assigned to on-call duty must assist with customer, driver, transportation, scheduling, and operational issues.
Employees assigned to on-call duty must follow established escalation procedures.
Employees assigned to on-call duty must communicate professionally and accurately.
Employees assigned to on-call duty must document significant calls, issues, instructions, and actions.
Employees assigned to on-call duty must escalate matters that exceed their authority or ability to resolve.
Employees assigned to on-call duty must follow all company policies regarding on-call responsibilities and compensation.

Nice To Haves

Experience in customer service, transportation, dispatch, logistics, chemical manufacturing, hazardous materials, or a related industry is preferred.

Responsibilities

Serve as a primary point of contact for customers regarding orders, shipments, deliveries, pickups, and transportation status.
Respond to customer inquiries promptly and professionally.
Coordinate communication between customers, drivers, warehouse personnel, suppliers, and internal departments.
Monitor active loads and transportation status.
Communicate customer requirements, load instructions, scheduling information, and changes.
Monitor vehicle routes and locations using GPS and transportation tracking systems.
Identify delays, route issues, road closures, weather conditions, and other transportation concerns.
Communicate delays or changes to customers and appropriate internal personnel.
Adjust schedules as operational conditions change.
Maintain accurate customer, order, shipment, and transportation information.
Follow up on outstanding issues through resolution.
Review shipping orders, bills of lading, manifests, permits, and other shipment documentation.
Verify customer, product, load, and shipment information.
Ensure required hazardous materials documentation is completed and available.
Verify applicable labeling, placarding, and documentation requirements.
Track driver hours, vehicle inspections, maintenance concerns, and load status as applicable.
Maintain accurate customer service, shipment, and operational records.
Follow company procedures and applicable regulatory requirements.
Identify and communicate documentation discrepancies before they become operational, safety, or compliance issues.
Verify information rather than making assumptions or relying on incomplete information.
Maintain safety as the highest operational priority.
Identify and communicate potential safety concerns.
Ensure drivers have required safety equipment, documentation, and load information.
Serve as a communication point during transportation-related emergencies.
Follow established emergency response and escalation procedures.
Immediately report incidents, near misses, discrepancies, hazards, and safety concerns.
Respond promptly to safety-sensitive and operational matters during assigned on-call periods.
Escalate safety concerns to appropriate personnel without delay.
Never take shortcuts that compromise safety, compliance, or shipment accuracy.
Confirming load preparedness.
Verifying product and load information.
Communicating with drivers and supplier representatives.
Confirming documentation and load requirements.
Coordinating customer orders and shipments with warehouse personnel.
Assisting with transportation or shipment-related issues.
Supporting resolution of shipment discrepancies and operational issues.