Customer Care Specialist

Daicel Chiral Technologies; West Chester (Chester County); On-site; USD 42,000 - 64,000; Full time

Job summary

Daicel Chiral Technologies is seeking a Customer Care Specialist to support sales, accounting, and production teams. You will manage quotes and orders, coordinate logistics, and assist with purchasing while maintaining accurate customer records.

Strong communication and problem-solving are essential for handling international shipments and complex customer needs. The role emphasizes teamwork, efficiency, cross-training, and continuous improvement in a fast-paced environment.

Qualifications

• Associate's degree or equivalent work experience.
• 3-5 years customer service or inside sales support experience.
• Shipping experience and familiarity with Incoterms and logistics preferred.
• Proficient in Microsoft Office; Sage 100 and Sage CRM preferred but not required.

Responsibilities

• Provide customer service, quotes, and order processing.
• Support shipping, purchasing, and logistics in collaboration with Sales, Accounting, and Production teams.
• Process orders including invoicing and shipment, especially international shipments.
• Maintain and update customer files in Sage CRM and Sage 100.

Skills

Information retention

Team player

Ethical professionalism

Interpersonal communication

Problem-solving

Multi-priority management

Fit in small company culture

Education

Associate's degree or equivalent

Tools

Microsoft Office

Sage 100

Sage CRM

Job description

:The Customer Care Specialist will provide customer service, quote/order processing, logistics, and purchasing support in an environment of teamwork, high efficiency, cross-training and continuous improvement. The Customer Care Specialist will support the Sales, Accounting, and Production teams, respond to customer needs in a prompt, effective, and professional manner, and ensure the customer's needs are met.

SUMMARY:

The Customer Care Specialist will provide customer service, quote/order processing, logistics, and purchasing support in an environment of teamwork, high efficiency, cross-training and continuous improvement. The Customer Care Specialist will support the Sales, Accounting, and Production teams, respond to customer needs in a prompt, effective, and professional manner, and ensure the customer's needs are met.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop and maintain a working knowledge of:
  • CTI's product offerings, all lines
  • Shipping systems including, but not limited to: UPS, FedEx, DHL, specialty carriers
  • Sage 100 ERP and CRM: Quoting, Sales Order, Purchasing, Accounts Receivable and Inventory Management
  • Credit card processing applications

• Provide timely and accurate quotes for sales team, high level of attention to detail required
• Accurately process sales orders from quotation through invoicing/shipment, paying special attention to international shipments and individual customer requirements
• Work within a team to accurately process customer orders (quotes, invoicing, packaging and shipping) and communicate order/project status via phone and e-mail (high volume)
  • Obtain necessary sales tax information including exemption certificates during new customer set-up
  • Verify current customer credit limits when processing orders and advise the accounting department of any credit issues prior to shipment
• Operate as the point of contact between customers and sales representatives to streamline communications
• Provide phone-based support to answer and resolve a wide variety of customer inquiries, strong problem-solving and task ownership through resolution required
• Document outcomes and steps taken when dealing with uncommon or challenging issues in applicable databases (including, but not limited to)
  • Customer RMAs
  • Prepare applicable weekly/monthly/quarterly reports as required
  • Sage CRM
• Update customer files and databases in Sage CRM and Sage 100 and others as required
• Perform routine clerical and shipping duties (e.g. filing customer invoices, recording, logging, preparing records) as required, including:
  • Monitoring shipping/receiving area to ensure carrier/delivery access to facility, assist as needed
  • Logging in packages received, utilizing appropriate systems to notify recipients that packages have arrived
  • Packing/labeling/shipment of outbound shipments
• Actively work to assist customers and coworkers
• Share responsibility for Monthly Inventory Counts and Inventory Purchasing, including receipt of goods into inventory as applicable and generate purchase orders
• Must be willing to obtain DOT training in shipment of hazardous goods
• Other miscellaneous duties may be assigned by Management as needed

DIRECTLY SUPERVISES:

No Direct Reports

INDIRECTLY SUPERVISES:

No Indirect Reports

QUALIFICATIONS:

• Must be able to demonstrate a high level of information retention and focus
• Must be a motivated team player, driven to support customers and internal teams
• Demonstrate a high level of ethical professionalism and discretion
• Possess exceptional oral, written and interpersonal communication skills
• Problem-solving skills, flexibility, and strong ownership of task
• Capable of managing multiple priorities with strong attention to detail
• Must be able to work well within a small company culture

EDUCATION:

• Associate's degree or equivalent work experience

EXPERIENCE:

• 3-5 years customer service or inside sales support experience
• Shipping experience required; working knowledge of Incoterms and logistics preferred
• DOT training in shipment of hazardous goods preferred, but not required
• Very high proficiency in all Microsoft Office programs (Outlook, Excel, Word); Experience with Sage 100 Accounting software and Sage CRM preferred but not required

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to lift 25 pounds and work efficiently in a fast-paced environment

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EQUIPMENT USED:

Standard office equipment

Shipping and Receiving Equipment

WORK ENVIRONMENT:

Typical office environment, shipping area may experience fluctuating temperatures