Senior Customer Service Representative

Ellsworth Corporation • Germantown, WI

5d • Onsite

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 motivated to drive the customer experience. Responsibilities include processing customer requests with urgency and accountability, independently resolving issues using 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.
• Ability to autonomously take 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, and Return Material Authorizations (RMAs) proficiently without regular assistance.
• Collaborate 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, and audit guidelines during order entry.
• Execute customer sample requests and process order updates and changes.
• Demonstrate subject matter expertise (SME) in various topics and contribute to training material/initiatives or conduct training within the department.
• Act as an escalation point for junior associates in the department.
• Handle complex customer inquiries and conflicts independently.
• 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 and Holidays
• Wellness Program
• Social Events
• Community Involvement

What This Job Offers

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