Customer Service Representative

Wacker Chemie AG; Ann Arbor (MI); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) with company match

Paid Time Off

Job summary

WACKER CHEMIE AG is seeking a Customer Service Representative in Ann Arbor to join the sales team. You will manage customer requests, order entry, and coordination with Credit, Sales, and Logistics to ensure exceptional service.

The role requires 4+ years of customer service experience and knowledge of SAP/SMART. A hybrid work arrangement and comprehensive benefits are offered, with a focus on teamwork and customer satisfaction.

Qualifications

• Minimum 4 years of customer service experience.
• Must have knowledge of SAP or similar systems (e.g., Oracle).
• Basic knowledge of logistics processes and strong communication skills.
• Customer- and service-oriented with excellent time management.

Responsibilities

• Manage customer requests and order management to ensure satisfaction.
• Assist Credit Department and Sales Managers with new accounts and orders in SAP/SMART.
• Monitor open orders, coordinate with Supply Chain and Logistics, and communicate pro-actively with customers.
• Maintain relationships with customers and visit as needed with Sales Managers.

Skills

Customer service

Communication

SAP

Attention to detail

Tools

SAP

SMART

Oracle

Job description

Job Title: Customer Service Representative

Posting Start Date: 9/8/26

Do you want to take responsibility and make a difference with your work? With your expertise, we can achieve great goals together. We are WACKER - Reliable. Determined. Ambitious. As one of the world's most research-intensive chemical companies, we've been making countless products that are an integral part of your everyday life possible for over 100 years. From vegan food to resource-efficient buildings to solar cells, we develop sustainable solutions that change the future.

To strengthen our team in Ann Arbor,

we are looking for you as a(n) Customer Service Representative.

This is Us:

You know us. You just didn’t know it. WACKER is a global chemical manufacturer that prides itself on “Creating Tomorrow’s Solutions”. WACKER materials are so versatile and adaptable, they have virtually unlimited applications just about anywhere imaginable, making WACKER an integral part of daily life. Whether it’s protecting buildings from the elements, a tube of toothpaste, a cell phone, airbags, or cosmetics, people from all over the world come into contact each day with our products and achievements. We are looking for capable, innovative, and enthusiastic achievers to join our team and grow with us. We are currently seeking a Customer Service Representative at the site in Ann Arbor, MI.

What you will do:

The Customer Service Representative (CSR) is part of the “sales team” working with Sales Managers, Supply Chain, Logistics, Credit, and various functions within the Business Teams.

This position is responsible for offering the best customer satisfaction for business success by managing customer requests and order management, and by maintaining good relationships with customers

Pre-Sale.

• Assist Credit Department and Sales Managers in setting up new accounts in SMART and SAP
• Order acceptance and entry: domestic and import (indent)
• Order change management
• Monitoring of open orders and working in conjunction with Supply Chain and Logistics in exception management of order fulfillment (sales order-material-delivery) including proactive communication to customers
• Order delivery tracking as needed
• Exception management as required: Manage customer inventory (VMI) and review customer electronic portals
• Complaint entry and closure of assigned tasks
• Organize returns
• Credit-/debit request entry in SAP (indent only)

E-Business:

• Assist E-Business manager in evaluating potential E-Business customers
• Support customers in implementation
• Assist E-Business Team with exception management

Customer Support:

• Manage customer requests
• Maintain good relationships with customers
• Monitor order patterns
• Visit Customers with Sales Managers
• Proactively communicate order status/delays incl. "courtesy" calls
• Communicate regularly with Sales/Key Account Managers (exchange information and assist each other in support of customer)
• Visit customers with Sales/Key Account Managers as required

Special tasks and other responsibilities:

• Key User (SAP R/3 SD, SMART, IT)
• Reconciliation of consignment inventory in coordination with Logistics and with Sales Managers
• Backup for absent CSR colleagues
• Other administrative activities e.g. filing, archiving
• Communication interfaces
• Training and meetings

Job Requirements:

• Minimum 4 years’ customer service experience
• Must have knowledge of SAP software and/or similar workplace application programs (Oracle)
• Basic knowledge of logistical processes
• Customer- and Service- oriented
• Excellent communication skills, both written and oral
• Ability to deal with conflicts
• Ability to work under pressure
• Excellent time management and organizational skills

What do we offer?

WACKER strives to reward its employees in a fair and equitable manner. Our Total Rewards Package considers employee wellbeing and is comprised of compensation, benefits, work-life balance, performance & recognition, and career development.

Compensation and Incentive plans

Medical, Dental, and Vision Insurance effective day 1

Paid Time Off in addition to personal days and holidays

Paid parental leave

Flexible hybrid work arrangements

401(k) with company match

Education Assistance Program

Career development and advancement opportunities

Support for Community Involvement

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. A minimum requirement for this US-based position is the ability to work legally in the United States on a permanent unrestricted basis. Visa sponsorship is not available for this position, including any type of US permanent residency (e.g., for a green card).

Wacker is an Equal Opportunity Employer. We actively promote the equality of opportunity for all who are qualified and bring the requisite experience, talent, skill and potential, without regard to age, disability, sex, race, religion or belief, marriage/civil partnership, pregnancy/maternity, sexual orientation, or any other protected characteristics. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone.