Customer Service Representative

DuBois Chemicals, Inc.; Sharonville (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

DuBois Chemicals is seeking a full-time Customer Service Representative to provide the highest level of service to internal and external customers. You will process orders accurately and promptly, and you will help deliver meaningful business results aligned with customer experience strategies and corporate standards.

The role emphasizes communication, customer focus, problem solving, and teamwork, with a commitment to continuous improvement and supporting efficient, cost-effective service

Qualifications

• Strong customer service background with ability to handle inquiries via multiple channels.
• Excellent written and verbal communication and interpersonal skills.
• Ability to work with minimal supervision and manage multiple priorities.

Responsibilities

• Accurately process customer orders received via phone, fax, email, web, and ecommerce in adherence to department and company policies.
• Maintain customer notes, special requirements, assigning proper ship dates, carriers, and manufacturing/shipping facility.
• Effectively answer incoming calls from call queues within established metrics.
• Respond to inquiries from customers and field personnel related to order status, shipments, order and product issues, pricing, invoices, credits, and returns.
• Responsible for the customer experience (timely and accurate responses, approachable, accessible).
• Effectively recognize impact of work on internal and external customers.
• Solve the root cause of problems by moving towards valid solutions.
• Promote a culture of consistency, accountability, and continuous improvement.
• Effectively prioritize multiple projects with specific deadlines. Develop best-in-class practices that support superior service levels while identifying opportunities that create process efficiencies and cost-effective solutions.
• Enthusiastically committed to the success of the team, customer, and business.
• Execute with excellence and generate ideas for operational efficiencies.
• Participate in activities designed to improve customer satisfaction and business performance.
• Must be able to perform the essential functions of this position with or without reasonable accommodation.

Skills

Customer service

Communication skills

Interpersonal skills

Time management

Problem solving

Education

Associate or bachelor’s degree in business administration or related field

Tools

Microsoft Office

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

POSITION SUMMARY:

DuBois Chemicals is seeking a full-time Customer Service Representative to provide the highest level of service to all internal/external customers. Responsible for processing orders accurately and promptly. Deliver meaningful business results while aligning with customer experience strategies and corporate standards. Demonstrate the company’s core competencies of communication, customer focus, innovation, integrity & ethics, lean & safety, and passion to succeed.

KEY RESPONSIBILITIES:

• Accurately process customer orders received via phone, fax, email, web, and ecommerce in adherence to department and company policies.
• Maintain customer notes, special requirements, assigning proper ship dates, carriers, and manufacturing/shipping facility.
• Effectively answer incoming calls from call queues within established metrics.
• Respond to inquiries from customers and field personnel related to order status, shipments, order and product issues, pricing, invoices, credits, and returns.
• Responsible for the customer experience (timely and accurate responses, approachable, accessible).
• Effectively recognize impact of work on internal and external customers.
• Solve the root cause of problems by moving towards valid solutions.
• Promote a culture of consistency, accountability, and continuous improvement.
• Effectively prioritize multiple projects with specific deadlines. Develop best-in-class practices that support superior service levels while identifying opportunities that create process efficiencies and cost-effective solutions.
• Enthusiastically committed to the success of the team, customer, and business.
• Execute with excellence and generate ideas for operational efficiencies.
• Participate in activities designed to improve customer satisfaction and business performance.
• Must be able to perform the essential functions of this position with or without reasonable accommodation.

MINIMUM QUALIFICATIONS:

• Strong customer service background required.
• Excellent oral and written communications skills, as well as strong interpersonal skills
• Ability to establish and maintain cooperative and effective relationships with all levels of the organization.
• Ability to manage shifting priorities/change in a fast-paced environment.
• Proficient in Microsoft Office
• Strong problem solving and analytical skills for timely and thorough problem resolution.
• Ability to work independently with minimal supervision; self-motivated and directed with a pro-active work ethic.
• Proficient at multi-tasking, managing time and prioritizing with attention to detail.

EDUCATION QUALIFICATIONS:

• Associate or bachelor’s degree business administration preferred.

DuBois provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, gender expression, genetic information, service in the military, veteran status, or any other protected status in accordance with applicable federal, state, and/or local law and/or regulation.