Sr. Customer Service Representative

SNF is a specialty chemical group whose products, water-soluble polymers, contribute to treating, recycling, preserving water, saving energy, and reducing carbon footprint. A pioneer in soft chemistry, SNF has long been present on all continents, employing 8,150 people, including more than 2,300 in the USA. Innovation and movement toward a cleaner, less carbon-intensive world accelerates SNF's growth.

The primary objective of the Customer Service Representative (CSR) is to serve the needs of clients by acting as their liaison, receiving and processing orders with precision and efficiency, addressing questions and concerns with care and respect, relaying accurate and timely information, and working within departments to effectively address client needs. The CSR works to provide superior quality service to the client, to maintain high customer satisfaction and promote excellence within the company. This position is an integral part of the business in ensuring clients receive the caring service that they require and that the face of the business is represented with the utmost professionalism and excellence at all times.

• Answer phones and emails in a courteous, professional and timely manner.
• Read, understand, and process purchase orders quickly and accurately.
• Utilize and navigate various computer software systems.
• Provide constant quality assurance for customer files, ensuring the customer master data is correct and up to date.
• Handle customer complaints, returns and pricing issues by providing appropriate solutions and alternatives within the time limits, ensuring resolution in a timely manner.
• Assist customers with requests for information and documentation.
• Troubleshoot and resolve discrepancies efficiently and effectively.
• Communicate and coordinate with the various departments to address customer needs. Such departments will include but not be limited to: Production Planning,Shipping, Accounting, Labelling, Logistics, and Sales.
• Assist the Accounting Department and/or the Pricing Administrator with billing discrepancies, debit and credit information.
• Liaise with and provide support for the regional sales force.
• Be responsible for accurate order documentation in imaging systems, and actively participate in the full process of the order from entry and processing, to shipping and billing
• Department Specific: May provide coverage or assist teammates.
• May participate in continuous improvement projects.

EDUCATION:

• Bachelor's Degree - Required

EXPERIENCE:

• 3 years - Proven customer support experience - Required

LICENSES AND CERTIFICATIONS:
KNOWLEDGE, SKILLS, ABILITIES:

• Strong phone contact handling skills and active listening
• Ability to adapt/respond to different types of characters
• Ability to multi task
• Superior communication (verbal & written), ability to motivate, prioritize, and organize in a dynamic, fast-paced manufacturing environment
• Positive & proactive attitude with ability to address issues, follow up and implement solutions as required
• Excellent organizational and time management skills
• Strong attention to detail and efficiency in daily work
• Moderate proficiency of Microsoft Office applications and data entry (Word, Outlook, Access, Excel)

BENEFITS:

• Competitive Salary
• Medical Benefits
• Dental Benefits
• Vision Benefits
• Flexible Spending Accounts
• 401(k) Savings Plan
• Vacation Days
• Incidental Days
• Paid Holidays
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• Tuition Reimbursement
• Employee Development & Training

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

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