Senior Customer Service Representative
About The Position
Ellsworth Adhesives, a global, industry-leading distributor of specialty chemicals and equipment and an adhesive manufacturer, is seeking a Sr. Customer Service Representative for its Specialty Chemical Distribution division. This role is based on-site in Germantown, WI. The ideal candidate is a problem solver with strong attention to detail, particularly in contract review, and is driven to enhance the customer experience. Responsibilities include processing customer requests with urgency and accountability, independently resolving issues using advanced product knowledge and cross-departmental collaboration, and supporting specialized departmental processes.
Requirements
- 5+ 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.
- Strong attention to detail.
- Polished communication/interpersonal skills.
- Strong organizational skills.
- Autonomously takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Nice To Haves
- Associate’s degree preferred.
Responsibilities
- Process incoming requests via chat, phone, web, CRM, and EDI for orders, quotes, product inquiries, expedites, & Return Material Authorizations (RMAs) proficiently without regular assistance.
- Work with internal teams such as purchasing, shipping, and credit, with a high sense of accountability and urgency, to provide customer updates.
- Follow detailed contract review/customer requirements/audit guidelines on order entry.
- Execute customer sample requests and process order updates and changes.
- Demonstrate subject matter expertise (SME) in many topics and contribute to training material/initiatives/topics or conduct training in the department.
- Act as an escalation point for junior-level associates in the department.
- Handle complex customer inquiries/conflicts with no assistance.
- Demonstrate SME level in vendor, system, and/or customer knowledge.
Benefits
- Competitive wage
- Bonus plan
- Health insurance
- Prescription insurance
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
