Customer Service Representative

GrafTech International; Saint Marys (Elk County); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

GrafTech International Holdings Inc. is seeking a Customer Service Representative to serve as the primary contact for assigned graphite electrode customers. The role coordinates the order process from quotation to delivery and collaborates with internal teams to resolve issues and ensure a positive customer experience.

The position is based in St. Marys, PA, and requires strong communication, problem-solving, and multitasking skills, with experience in JD Edwards OneWorld or similar ERP systems.

Qualifications

• Bachelor’s degree preferred or related experience.
• Experience in customer service, order fulfillment, or logistics.
• Familiarity with JD Edwards or similar ERP systems.
• Ability to anticipate problems and coordinate solutions.
• Strong written and verbal communication with customers.

Responsibilities

• Serve as primary contact for assigned customers by phone and email.
• Provide quotes, track order status, and share delivery schedules.
• Coordinate order entry through shipment using ERP system.
• Enter and maintain orders in JD Edwards OneWorld.
• Prepare quotations and order-related documentation.
• Identify issues and coordinate resolution with internal teams.
• Build customer relationships through responsiveness and knowledge.
• Verify credit limits and coordinate with internal resources.
• Communicate with transportation providers about shipments.
• Collaborate with site personnel to ensure timely delivery.
• Maintain CRM data accuracy and currency.
• Escalate significant issues to Order Fulfillment Manager.

Skills

Customer service mindset

Strong communication

Multitasking

Problem solving

Team collaboration

Education

Bachelor's degree preferred

Tools

JD Edwards OneWorld

Microsoft Word

Microsoft Excel

PowerPoint

Job description

GrafTech International Holdings Inc. is the leader in the graphite industry focused on maximizing customers' bottom lines and providing unparalleled service, while developing cutting-edge technology that sets the standard in the steel industry.

GrafTech International has a challenging opportunity for a Customer Service Representative.

The position will be based out of the St. Marys, PA location.

The Customer Service Representative is the primary point of contact for assigned graphite electrode customers. This position provides timely and accurate information, coordinates the customer order process from quotation through delivery, and works with internal resources to resolve issues and support customer requirements. The Customer Service Representative acts as a liaison between customers and the GrafTech organization, clearly communicating customer needs and helping ensure a positive customer experience.

Repsonsibilities

• 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.
• Communicate with transportation providers regarding domestic shipments, equipment availability, delivery requirements, and related logistics.
• Partner with site personnel and transportation providers to support timely shipment and delivery of customer orders.
• Maintain accurate and current customer and activity information in the customer relationship management (CRM) system.
• Communicate customer requirements and concerns to appropriate departments and serve as a liaison between customers and the GrafTech organization.
• Escalate significant customer, credit, order, or delivery issues to the Order Fulfillment Manager, as appropriate.

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.

Skills & Experience:

• Strong technical troubleshooting and problem-solving skills.
• Customer-service mindset with a willingness to support both infrastructure and end-user needs.
• Ability to remain calm and effective when resolving urgent or unexpected technology issues.
• Ability to collaborate with IT team members, vendors, and business stakeholders.
• Strong sense of ownership, follow-through, and accountability.
• Clear written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced business environment.

We offer a competitive salary and benefits package commensurate with experience and the opportunity to join a well-established organization.

To learn additional company information, please visit our website at www.graftech.com.

GrafTech International is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.