Customer Service & Order Fulfillment Specialist

Graftech-International

Saint Marys (Elk County)

On-site

USD 42,000 - 63,000

Full time

14 days+

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Job summary

GrafTech International Holdings Inc. is seeking a Customer Service Representative at the St. Marys, PA location.

You will be the primary contact for assigned graphite electrode customers, coordinating the order process from quotation through delivery and liaising with internal teams to resolve issues. You will maintain accurate orders in the JD Edwards OneWorld system, provide timely information on quotations, status, and delivery, and build strong customer relationships while ensuring

Qualifications

Bachelor's degree in business, supply chain, logistics, or a related field preferred, or an equivalent combination of education and relevant experience.
Relevant experience in customer service, order fulfillment, logistics, supply chain, or a related business process preferred.
Experience with a computer-based order management or enterprise resource planning system; JD Edwards experience preferred.
Demonstrated ability to anticipate problems, evaluate alternatives, and coordinate effective solutions.
Strong verbal and written communication skills, including listening, tact, diplomacy, and professional customer interaction.
Strong customer focus and ability to build productive internal and external relationships.
Ability to manage multiple priorities, maintain accuracy, and meet customer and business deadlines.
Working knowledge of order fulfillment, transportation, and credit-related processes.
Proficiency in Microsoft Word and Excel; working knowledge of PowerPoint.
Ability to learn and communicate product, service, and process information.
Strong interpersonal, organizational, and problem-solving skills.

Responsibilities

Serve as the primary point of contact for assigned customers, responding to inquiries by telephone and email in a timely and professional manner.
Provide accurate information regarding quotations, order status, product availability, delivery schedules, and related customer requirements.
Coordinate the customer order process from quotation and order entry through shipment and delivery.
Enter, update, and maintain customer orders in the JD Edwards OneWorld system.
Prepare customer correspondence, quotations, product information, and other order-related documentation.
Identify potential order, delivery, credit, or service issues and coordinate appropriate resolution with customers and internal stakeholders.
Build and maintain effective customer relationships by demonstrating responsiveness, product knowledge, and an understanding of customer requirements.
Verify customer credit limits and coordinate with appropriate internal resources to address credit-related matters within established guidelines.