Customer Service Employee

Synectics Inc.; Piscataway Township (NJ); On-site; USD 45,000 - 61,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to support fragrance customers through order management and logistics coordination. This role involves resolving customer inquiries, managing order statuses, and ensuring timely deliveries while maintaining strong relationships with clients. The ideal candidate will thrive in a fast-paced environment, demonstrating exceptional communication and problem-solving skills. Join a dynamic team where your contributions will directly impact customer satisfaction and operational success. If you are passionate about providing top-notch service and have a background in logistics or customer care, this opportunity is for you.

Benefits

Healthcare Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Technical Certification Bonus

Qualifications

• Bachelor's degree or 4 years experience in customer service or logistics.
• Extensive experience in customer service with a background in the chemical/fragrance industry.

Responsibilities

• Provide order management support for fragrance customers, including order entry and resolution.
• Coordinate order status and ensure timely delivery commitments.

Skills

Customer Service

SAP

Logistics

Problem Solving

Communication

Multitasking

Analytical Skills

Education

Bachelor's Degree

4 years experience in Customer Care/Sales/Logistics

Tools

Windows-based applications

Job description

1 day ago Be among the first 25 applicants

• Provide order management support for Fragrances Customers, including order entry, allocation of material to orders, returns, invoice disputes and credit adjustments utilizing information systems.
• Process customer complaints including the investigation and the resolution.
• Work cross-functionally across the Agilex and customer organizations to ensure appropriate problem resolution.
• Partner with operations colleagues to arrange for, and follow through, on all shipments and related transactions.
• Coordinate order status, availability (pricing, and delivery to customers).
• Works with Logistics and, and commercial management to achieve accurate and timely delivery commitments.
• Proactively communicates supply/delivery issues to assigned customers via daily review of open order reports.
• Respond to customers' inquiries.
• Responsible for maintaining accounts with updated notes and procedures; also responsible for updating and maintaining contact information in SAP
• Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated database.
• Ensure special handling of large to complex customer's requirements with regards to product specifications, special packaging, regulatory compliance, etc.
• Access customer databases (portals) to retrieve purchase orders; ensure proper notifications to customers in regard of order management and billing documents.
• Communicate customer expectations by interfacing with various Agilex Dept./areas
• Handles inquiries in Customer Service Group mailbox as well as voice mail system for all accounts.
• Works with credit and A/R to resolve customer disputes.
• Represent Account Management and interface externally with customers in meetings.
• Communicate pricing information to customers
• Identify sales orders assigned and incomplete or block status and try to resolve and/or escalate sales orders.
• Follow up with Sales Representatives and other internal leads to maintain feedback to ensure focused consistent service to customers.
• Process customer orders for diverse customer base, which have multi-level organizations while proactively maintaining ongoing relationships with customer and Agilex sales staff.
• Provide customers with all requested documents including C of A, MSDS, COFA, specs, or any other regulatory or documentation requests
• Act as a liaison between customers and internal departments on special requests.
• Compile and maintain SOP/reports for assigned accounts
• Perform other related duties as required in the Customer Service Department.
  
  

Description

• Provide order management support for Fragrances Customers, including order entry, allocation of material to orders, returns, invoice disputes and credit adjustments utilizing information systems.
• Process customer complaints including the investigation and the resolution.
• Work cross-functionally across the Agilex and customer organizations to ensure appropriate problem resolution.
• Partner with operations colleagues to arrange for, and follow through, on all shipments and related transactions.
• Coordinate order status, availability (pricing, and delivery to customers).
• Works with Logistics and, and commercial management to achieve accurate and timely delivery commitments.
• Proactively communicates supply/delivery issues to assigned customers via daily review of open order reports.
• Respond to customers' inquiries.
• Responsible for maintaining accounts with updated notes and procedures; also responsible for updating and maintaining contact information in SAP
• Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated database.
• Ensure special handling of large to complex customer's requirements with regards to product specifications, special packaging, regulatory compliance, etc.
• Access customer databases (portals) to retrieve purchase orders; ensure proper notifications to customers in regard of order management and billing documents.
• Communicate customer expectations by interfacing with various Agilex Dept./areas
• Handles inquiries in Customer Service Group mailbox as well as voice mail system for all accounts.
• Works with credit and A/R to resolve customer disputes.
• Represent Account Management and interface externally with customers in meetings.
• Communicate pricing information to customers
• Identify sales orders assigned and incomplete or block status and try to resolve and/or escalate sales orders.
• Follow up with Sales Representatives and other internal leads to maintain feedback to ensure focused consistent service to customers.
• Process customer orders for diverse customer base, which have multi-level organizations while proactively maintaining ongoing relationships with customer and Agilex sales staff.
• Provide customers with all requested documents including C of A, MSDS, COFA, specs, or any other regulatory or documentation requests
• Act as a liaison between customers and internal departments on special requests.
• Compile and maintain SOP/reports for assigned accounts
• Perform other related duties as required in the Customer Service Department.
  
  

Requirements

• Bachelor Degree plus 1 year of comparable business experience preferred; OR
• 4 years experience in Customer Care/Sales/Logistics related function
• Extensive customer service experience, has chemical/fragrance industry background, ability to multitask and provide customer service experience and SAP experience preferred.
• Understanding of plant/warehouse systems and procedures for shipping, accounting, etc.
• Understanding of Logistics/Operations and impact to fulfilling customer orders.
• Demonstrated ability to synthesize and identify priorities/specific issues with customers.
• Demonstrated ability to direct issues to correct internal stakeholder. (i.e. QC, marketing team, sales, Production, purchasing, etc.)
• Knowledge in sales and distribution (SD) module such as: sales order and delivery functions, invoicing, credits/debits and return goods processes.
• Familiar with interactions with production planning, material management, inventory management and logistics (i.e., freight, pallet quantities)
• Excellent interpersonal skills.
• Exceptional verbal and written communication skills.
• Excellent computer skills including Windows-based applications.
• Excellent Organizational skills
• Detail oriented including follow up, quality focused, problem solving skills, conflict resolution experience
• Analytical, results and solution oriented, as well as customer and team focused.
• Ability to work in a fast-paced environment where "multitasking" is a must
• Independent Worker.
• Works well under pressure & good at meeting deadlines.
• Schedule: M-F, 8-5, 8 hour work day
  
  

Benefits

Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance: Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.

Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.

Synectics is an equal opportunity employer.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service

• Industries

  Staffing and Recruiting

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