Customer Service Representative

Ellsworth Corporation; Sparks (NV); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health benefits

Dental & Vision

401(k) plan

Paid time off

Wellness program

Community involvement

Employee assistance

Life insurance

Disability insurance

Flexible spending account

Job summary

Ellsworth Corporation in Sparks, NV is seeking a Customer Service Representative to drive the customer experience across chat, phone, and web interactions. This hybrid role partners with purchasing, shipping and credit teams to provide timely orders, quotes, product inquiries, and RMA processing.

You will handle escalations with first-contact resolution when possible, follow contract review guidelines, and contribute to training materials.

Qualifications

• 3+ years of professional customer service experience.
• High School diploma or equivalency; Associate’s degree preferred.
• Typing approximately 45+ words per minute.
• Proficiency with SharePoint, MS Teams, Windows OS, and Excel.
• Experience with ERP and CRM platforms (e.g., Microsoft Dynamics).
• Familiarity with eCommerce platforms and chat functionality.
• Team oriented with strong communication skills.

Responsibilities

• Process customer requests via chat, phone, web or CRM for orders, quotes, inquiries, expedites, and RMAs.
• Coordinate with purchasing, shipping, and credit to provide customer updates.
• Follow contract review/audit guidelines on order entry.
• Process customer sample requests and order updates.
• Handle escalations with first-contact resolution when possible.
• Identify potential issues in the customer experience and address shelf-life discrepancies.
• Contribute to training materials and act as escalation point for new hires.

Skills

Customer service

Typing speed 45 wpm

Teamwork

Communication

Education

High school diploma

Associate’s degree preferred

Tools

SharePoint

MS Teams

Windows OS

Excel

ERP systems

CRM platforms (Microsoft Dynamics)

eCommerce platforms with chat

Job description

Job Description:What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common?Ellsworth Adhesives specs in materials in each of those products!Ellsworth Corporation, a global, industry leading distributor of specialty chemicals and equipment and adhesive manufacturer currently has a Customer Service Representative opportunity at Ellsworth Adhesives. This role reports into our Specialty Chemical Distribution (SCD) Division located in Sparks, NV. This is a hybrid role.This is an exciting time to be a part of Ellsworth, come join our team!Ellsworth Corporation is a family-run company that has had continuous growth for over 50 years. We are an industry-leading global distributor, manufacturer, and packager of adhesives used by cell phone, medical device, aerospace, and electric vehicle industries! Click here to see our state-of-the-art facility and distribution center and learn more about our business, and here to find out more about the industries we serve, and here to learn about our consumer and manufacturing divisions.You will drive the customer experience. You will also process incoming transactional customer requests with a strong sense of urgency/accountability.RESPONSIBILITIESProcesses incoming requests via chat, phone, web, or Customer Relationship Management System (CRM) for orders, quotes, product inquiries, expedites, and Return Material Authorizations (RMA’s) proficiently without regular assistanceWorks with internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit, in order to provide customer updatesFollows detailed contract review/audit guidelines on order entryExecutes customer sample requests and processes order updates and changesHandles standard customer escalations, autonomously with first contact resolution when possibleProactively identifies potential breakdowns in the customer experience and gets ahead of customer issues, including customer shelf-life discrepanciesContributes to training material/initiatives/topics in the departmentActs as escalation point for new hires and handles complex customer inquiries/conflict with minimal assistancePERKS & BENEFITSAs an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes Health, Prescription, Dental, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more! Click Here for a summary of Employee Benefits.QUALIFICATIONS3+ years of professional customer service experience.High School diploma or equivalency required. Associate’s degree preferred.Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minuteExperience with business tools such as SharePoint, MS Teams, Windows Operating SystemsBasic to intermediate excel skills preferredExperience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferredExperience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferredConsistently demonstrates approachability with team members and is team oriented.Ellsworth Corporation is an Equal Opportunity Employer providing equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, pregnancy, genetics, or any other legally protected status. If you are an individual with a disability and require a reasonable accommodation for any part of our employment process, please follow the instructions on our Accessibility Accommodation for Applicants page of our Careers website.Ellsworth Corporation is an industry leading global corporation, we specialize in the distribution, manufacturing and custom packaging of adhesives, specialty chemicals and dispensing equipment. We stand apart from the competition by going above and beyond high quality products. We offer expert assistance, valuable services, decades of experience, and a host of resources to ensure we're providing the best possible solution for our customers’ applications.#CUSTOMERSERVICE #ORDERENTRY #QUOTES #SCD