Customer Service Representative

Ravago Chemicals North America (RCNA); Kent (WA); On-site; USD 60,000 - 87,000; Full time

Job summary

Ravago Chemicals North America (RCNA) seeks a detail‑driven customer service professional to manage the order flow from receipt to delivery, making timely decisions to satisfy customers and reduce errors. You will maintain account relationships, coordinate with suppliers and warehouses, ensure accurate invoicing, and support the Director of Customer Experience with special projects.

This role requires strong communication, problem‑solving, and the ability to work in a fast‑paced environment

Qualifications

• Bachelor's degree or related training preferred.
• Minimum 5 years of relevant experience in a similar scope.
• Experience with export processes and documentation is required.
• ERP experience (Datacor) is a plus.
• Proficiency in English required.

Responsibilities

• Independently manage customer accounts and influences for optimal satisfaction.
• Enter customer orders into sales software accurately and efficiently.
• Proactively manage direct-delivery orders and communicate with suppliers.
• Provide up-to-date order status information to customers.
• Fulfill orders with appropriate inventory and coordinate with warehousing.
• Build relationships with key purchasers to assess orders for accuracy.
• Serve as front-line resolution for inquiries and devise solutions.
• Oversee end-to-end order flow from receipt to delivery with timeliness.
• Coordinate with outside warehouses for pickups and deliveries.
• Ensure pricing precision and accurate invoicing with pricing staff.
• Complete special projects for the Director of Customer Experience as needed.

Skills

Communication

Customer relationships

Stress management

Self-motivation

Process organization

Problem solving

Education

Bachelor's degree or related training

Tools

Datacor ERP

SOP Software

Microsoft Office

Job description

The primary purpose of this role is to manage the process flow of customer orders and make critical and timely decisions related to customer needs. Our customer service department is the front-line for customers’ requests and as such is tasked with formulating plans to address each situation with creativity, openness, and geniality. Customer service is responsible for decreasing the order error rate and increasing customer satisfaction. They are required to develop and strengthen account relationships.

Areas of Responsibility / Tasks

Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.

• Independently manage customer accounts – each customer service rep is assigned specific accounts that they are responsible for overseeing and influencing for optimal satisfaction
• Enter customer orders into the sales software efficiently and correctly
• Proactively manage direct-delivery orders by submitting requests promptly and fostering strong, ongoing partnerships with suppliers through clear, consistent communication.
• Communicate with customers regarding order status making sure the customer has the most up to date information
• Fulfill orders with appropriate inventory
• Build strong relationships with key purchasing personnel to have a distinct understanding of their needs. Use that unique understanding to critically assess orders for accuracy and consistency
• Acts as the front line resolution manager for incoming questions and complaints using discretion on how to address and devising appropriate solutions and alternatives
• Manages the order process flow from receipt of order to delivery ensuring all steps are completed with accuracy and timeliness
• Exhibits tact, patience, and diplomacy while wading through complex problems
• Coordinate with outside warehouses and determine best plan of action for scheduling pickups and deliveries.
• Oversees pricing precision and communicates closely with the pricing personnel to insure accurate invoicing
• Completes special projects for the Director of Customer Experience as needed
• May include other duties as assigned

Competencies; Knowledge, Skills, Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.

• Excellent written and oral communication skills
• Ability to create, enhance, and maintain customer relationships
• Handles fast paced and stressful situations well
• Self-motivated with the ability to work accurately and efficiently
• Maintain organization amongst a process flow with moving pieces
• Skilled in investigating issues and formulating creative solutions

Minimum Qualifications/ Education / Experience / Certifications

• Education:
• Bachelor's degree or related training equivalent preferred
• Experience:
• Minimum of 5 years of relevant work experience in similar title and scope of responsibility – preferred
• Experience with export processes and documentation is required
• Experience with ERP systems (Datacor preferred) is a plus
• Systems Experience:
• SOP Software
• Microsoft suite: Outlook, Excel, Teams, SharePoint, PowerPoint
• Language:
• Proficiency in English required

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience.

• This job primarily operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and mobile communications devices.
• Must be comfortable working in a shared space, with constant noise, with/or without the use of a private office.
• Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.