Customer Service Representative

Guardian Protection Products; Cleveland (OH); On-site; USD 48,000 - 55,000; Full time

Job summary

Euclid Chemical Company is seeking a Customer Service Representative to act as the primary contact for customers and sales staff, ensuring accurate order entry and delivery of a superior customer experience.

The role oversees order fulfillment from entry to shipment and invoicing, supporting the sales team and coordinating national shipments while maintaining excellent service and documentation.

Qualifications

• High school diploma or GED required.
• Previous customer service experience preferred.
• Excellent verbal and written communication skills required.

Responsibilities

• Respond to customer inquiries and process orders via phone and other channels.
• Enter sales orders into SAP on the same day they are received.
• Review orders to ensure information is complete before processing.
• Coordinate shipments across multiple warehouse locations in the United States.
• Ensure orders are shipped and invoiced on schedule.
• Handle customer complaints and returns with required approvals.
• Collaborate with Credit, Accounting, Inventory Control, Traffic, and Purchasing.
• Support continuous process improvement initiatives.

Skills

Customer service

Data entry

Communication

Team collaboration

Computer skills

Education

High school diploma or GED

Tools

SAP

Job description

JOB DESCRIPTION

The Euclid Chemical Company is seeking a customer-focused, detail-oriented professional to join our team as a Customer Service Representative. In this role, you will serve as a key point of contact for customers and sales personnel, ensuring orders are processed accurately and efficiently while delivering an exceptional customer experience.

Position Summary

The Customer Service Representative is responsible for providing outstanding service to customers and strong support to the sales team. This position manages the order fulfillment process from order entry through shipment and invoicing, ensuring all transactions are completed accurately, promptly, and in accordance with company procedures.

Why join our team?

Euclid Chemical offers an attractive package for personnel, company benefits included but are not limited to:

• Medical, Dental and Vision coverage
• Life Insurance
• Disability
• Parental Leave
• 401k with company match
• Defined benefit pension plan
• Generous vacation and holiday time
• Employee Stock Purchase Plan
• Life Insurance

Salary: $48,000 - $55,000 plus annual bonus based on a percentage of your salary (determined by education and experience)

Key Responsibilities:

• Respond to customer inquiries and process incoming orders via phone and other communication channels.
• Enter sales orders into SAP accurately and on the same day they are received.
• Review orders to ensure all information is complete and correct prior to processing.
• Provide timely and accurate information to customers, sales representatives, and management.
• Coordinate shipments, including job site deliveries and shipments from multiple warehouse locations throughout the United States.
• Ensure orders are shipped and invoiced accurately and on schedule.
• Process customer complaints and return requests, including:
  • Preparing complaint documentation
  • Issuing return authorizations
  • Securing required approvals
  • Maintain documentation and records for approved exceptions and special requests.
• Enter customer quotes as provided by sales representatives.
• Process product returns and credits as required.
• Collaborate effectively with internal departments including Credit, Accounting, Inventory Control, Traffic, and Purchasing.
• Build and maintain positive working relationships with colleagues and cross-functional partners.
• Support continuous process improvement initiatives.
• Perform additional duties and responsibilities as assigned.

Qualifications:

• High school diploma, GED, or equivalent combination of education and experience.
• Previous customer service experience.
• Experience working effectively in a collaborative team environment.
• Strong computer and data-entry skills.
• Exceptional verbal and written communication skills.

Preferred

• Customer service experience within a manufacturing environment.
• SAP or other ERP/MRP system experience.
• Experience managing order fulfillment, shipping coordination, or logistics-related activities.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.