Senior Customer Service Representative

Job Description

What do a cell phone in your pocket, a spaceship, and an electric vehicle have in common?

Ellsworth Adhesives specs in materials for each of those products!

Ellsworth Corporation, a global, industry-leading distributor of specialty chemicals and equipment and an adhesive manufacturer, currently has a Sr. Customer Service Representative opportunity for our Specialty Chemical Distribution division at Ellsworth Adhesives. The right talent would be open to working on-site in Germantown, WI. Are you a problem solver who has a strong attention to detail when it comes to contract review? If so, this is the role for you!

You will drive the customer experience. Process incoming transactional customer requests with a strong sense of urgency/accountability. Independently resolve customer issues using advanced product knowledge and cross-department collaboration. Execute department support of specialized processes.

Responsibilities

• Processes incoming requests via chat, phone, web, Customer Relationship Management System (CRM), and Electronic Data Interchange (EDI) for orders, quotes, product inquiries, expedites, & Return Material Authorizations (RMA’s) proficiently without regular assistance.
• Works with internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit, in order to provide customer updates.
• Follows detailed contract review/customer requirements/audit guidelines on order entry.
• Executes customer sample requests and processes order updates and changes.Demonstrates subject matter expertise (SME) in many topics and be expected to contribute to training material/initiatives/topics or conduct training in the department.
• Acts as escalation point for junior level associates in the department.
• Handles complex customer inquiries/conflicts with no assistance.
• Demonstrates subject matter expertise (SME) in many topics and is expected to contribute to training material/initiatives/topics or conduct training in the department.
• Demonstrates an SME level in vendor, system and/or customer knowledge.

Perks & Benefits

As an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes Health, Prescription, Dental, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more! Click Here for a summary of Employee Benefits.

Qualifications

• 5+ years of professional customer service experience.
• High School diploma or equivalency required. Associate’s degree preferred.
• 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, as well as polished communication/interpersonal skills, and strong organizational skills
• Autonomously takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

#SCD #CustomerService