Customer Experience & Order Fulfillment Specialist

GrafTech International Ltd.; Saint Marys (Elk County); On-site; USD 42,000 - 65,000; Full time

Job summary

GrafTech International Holdings Inc. is seeking a Customer Service Representative in the St. Marys, PA area. This role serves as the primary point of contact for assigned graphite electrode customers, coordinating orders from quotation through delivery and liaising with internal teams to resolve issues.

The successful candidate will manage inquiries by phone and email, maintain accurate CRM records, and support timely shipments, working to ensure a positive customer experience.

Qualifications

• Bachelor's degree in business, supply chain, logistics or related field preferred.
• Experience in customer service, order fulfillment, logistics, or related business process preferred.
• Experience with computer-based order management/ERP systems; JD Edwards preferred.
• Ability to anticipate problems, evaluate options and coordinate solutions.
• Strong written and verbal communication, tact and professionalism.

Responsibilities

• Serve as primary contact for assigned customers via phone and email.
• Provide accurate quotations, order status, product availability, and delivery schedules.
• Coordinate the order process from quotation through shipment and delivery.
• Enter/update customer orders in JD Edwards OneWorld.
• Prepare customer correspondence, quotations, product information, and other order docs.
• Identify and resolve order, delivery, or credit issues with internal stakeholders.

Skills

Customer service

Order fulfillment

Logistics

Communication

Problem solving

Education

Bachelor's degree in business or related field

Tools

JD Edwards

CRM software

Excel

Word

PowerPoint

Job description

GrafTech International Holdings Inc. is seeking a Customer Service Representative in the St. Marys, PA area. This role serves as the primary point of contact for assigned graphite electrode customers, coordinating orders from quotation through delivery and liaising with internal teams to resolve issues.

The successful candidate will manage inquiries by phone and email, maintain accurate CRM records, and support timely shipments, working to ensure a positive customer experience.