Customer Service Representative

Economy Polymers & Chemicals; Houston (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Economy Polymers & Chemicals in Houston, TX, seeks a Hazardous Materials Customer Service Representative to support a 24/7 chemical manufacturing and logistics operation. This safety-sensitive role coordinates customer orders and shipments, serving as a communication link between customers, drivers, warehouse personnel, suppliers, and internal departments.

With a focus on safety, accuracy, and compliance, the on-call rotation and evening schedule reflect the demanding nature of the job.

Qualifications

• Experience in hazardous materials handling and customer service.
• Ability to manage high-volume shipments with attention to compliance.
• Strong communication and documentation skills.

Responsibilities

• Serve as the primary contact for customer orders, shipments, and status.
• Coordinate communication between customers, drivers, warehouse personnel, and internal teams.
• Monitor loads and adjust schedules as needed to meet deadlines.
• Ensure hazmat documentation and labeling comply with regulations.
• Respond promptly to inquiries and escalate issues per procedures.

Skills

Customer service

Transportation coordination

Communication

Safety compliance

Documentation

On-call coordination

Team collaboration

Tools

GPS tracking systems

Job description

Hazardous Materials Customer Service Representative

Schedule: Monday–Friday, 1:00 PM–8:30 PM
Weekend On-Call: Rotating weekend on-call schedule required
Employment Type: Full-Time

Position Overview

We are seeking a Hazardous Materials Customer Service Representative to join our Customer Service and Transportation team supporting a 24/7 chemical manufacturing and logistics operation.

This is a high-volume, safety-sensitive position responsible for coordinating customer orders and shipments while serving as a key communication link between customers, drivers, warehouse personnel, suppliers, transportation providers, and internal departments.

The facility processes more than 90 loads per week, requiring a highly organized and dependable individual who can manage multiple priorities while maintaining exceptional accuracy, communication, and attention to detail.

Because we handle hazardous materials, shipment information, documentation, scheduling, routing, customer instructions, and compliance requirements must be handled carefully and accurately. Safety, accuracy, and compliance are always the highest priorities.

Schedule & On-Call Requirements

The regular work schedule is:

Monday–Friday, 1:00 PM–8:30 PM

This position also participates in a rotating weekend on-call schedule.

Employees assigned to on-call duty must:

• Remain available and reachable during their assigned on-call period.
• Respond promptly to calls, messages, and operational requests.
• Assist with customer, driver, transportation, scheduling, and operational issues.
• Follow established escalation procedures.
• Communicate professionally and accurately.
• Document significant calls, issues, instructions, and actions.
• Escalate matters that exceed their authority or ability to resolve.
• Follow all company policies regarding on-call responsibilities and compensation.

On-call work is not a remote position. Employees must be prepared to respond to business and operational needs during their assigned on-call periods.

Holiday work or on-call availability may also be required when holidays fall within an employee's assigned schedule or based on operational needs.

Reliable attendance, punctuality, and dependable participation in the on-call rotation are essential.

Key Responsibilities

Customer Service & Transportation Coordination

• Serve as a primary point of contact for customers regarding orders, shipments, deliveries, pickups, and transportation status.
• Respond to customer inquiries promptly and professionally.
• Coordinate communication between customers, drivers, warehouse personnel, suppliers, and internal departments.
• Monitor active loads and transportation status.
• Communicate customer requirements, load instructions, scheduling information, and changes.
• Monitor vehicle routes and locations using GPS and transportation tracking systems.
• Identify delays, route issues, road closures, weather conditions, and other transportation concerns.
• Communicate delays or changes to customers and appropriate internal personnel.
• Adjust schedules as operational conditions change.
• Maintain accurate customer, order, shipment, and transportation information.
• Follow up on outstanding issues through resolution.

Documentation & Compliance

• Review shipping orders, bills of lading, manifests, permits, and other shipment documentation.
• Verify customer, product, load, and shipment information.
• Ensure required hazardous materials documentation is completed and available.
• Verify applicable labeling, placarding, and documentation requirements.
• Track driver hours, vehicle inspections, maintenance concerns, and load status as applicable.
• Maintain accurate customer service, shipment, and operational records.
• Follow company procedures and applicable regulatory requirements.
• Identify and communicate documentation discrepancies before they become operational, safety, or compliance issues.
• Verify information rather than making assumptions or relying on incomplete information.

Safety & Emergency Response

• Maintain safety as the highest operational priority.
• Identify and communicate potential safety concerns.
• Ensure drivers have required safety equipment, documentation, and load information.
• Serve as a communication point during transportation-related emergencies.
• Follow established emergency response and escalation procedures.
• Immediately report incidents, near misses, discrepancies, hazards, and safety concerns.
• Respond promptly to safety-sensitive and operational matters during assigned on-call periods.
• Escalate safety concerns to appropriate personnel without delay.
• Never take shortcuts that compromise safety, compliance, or shipment accuracy.

Facility & Warehouse Coordination

Although the majority of the position is office-based, the Customer Service Representative may need to enter warehouse, loading, and other operational areas.

Responsibilities may include:

• Confirming load preparedness.
• Verifying product and load information.
• Communicating with drivers and supplier representatives.
• Confirming documentation and load requirements.
• Coordinating customer orders and shipments with warehouse personnel.
• Assisting