Customer Service Representative

Ellsworth Adhesives; Sparks (NV); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

Prescription, Dental, Vision

401(k)

Paid time off and holidays

Wellness program

Community involvement

Job summary

Ellsworth Adhesives, part of Ellsworth Corporation, seeks a Customer Service Representative in Sparks, NV for a hybrid role. You will handle orders, inquiries and escalations via chat, phone, and web, coordinating with purchasing, shipping and credit to provide timely updates.

The ideal candidate has 3+ years in customer service, strong keyboarding, familiarity with SharePoint/MS Teams, and ERP/CRM systems such as Microsoft Dynamics.

Qualifications

• 3+ years of professional customer service experience.
• High School diploma or equivalency required; Associate's degree preferred.
• Typing approx. 45+ words per minute.
• Experience with SharePoint, MS Teams and Windows OS.
• Basic to intermediate Excel skills.
• Experience with ERP/CRM platforms such as Microsoft Dynamics.
• Experience with eCommerce chat functionality.
• Team-oriented and approachable.

Responsibilities

• Processes requests via chat, phone, web, or CRM for orders, quotes, inquiries, expediates, and RMAs.
• Collaborates with purchasing, shipping and credit to provide customer updates.
• Follows contract review/audit guidelines on order entry.
• Executes sample requests and updates orders as needed.
• Handles standard escalations with first contact resolution when possible.
• Identifies potential customer experience breakdowns and resolves issues.
• Contributes to training materials and departmental initiatives.
• Acts as escalation point for new hires and handles complex inquiries.

Skills

Customer service

Typing 45 wpm

Team oriented

Education

High School diploma

Associate's degree preferred

Tools

SharePoint

MS Teams

Windows OS

Excel

ERP systems (CRM like Dynamics)

eCommerce chat platforms

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!

Responsibilities

• Processes 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 assistance
• Works with internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit, in order to provide customer updates
• Follows detailed contract review/audit guidelines on order entry
• Executes customer sample requests and processes order updates and changes
• Handles standard customer escalations, autonomously with first contact resolution when possible
• Proactively identifies potential breakdowns in the customer experience and gets ahead of customer issues, including customer shelf-life discrepancies
• Contributes to training material/initiatives/topics in the department
• Acts as escalation point for new hires and handles complex customer inquiries/conflict with minimal assistance

Perks & Benefits

As 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!

Qualifications

• 3+ 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 minute
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems
• Basic to intermediate excel skills preferred
• Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred
• Experience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferred
• Consistently 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.