Customer Service Representative

SMC Global, a Special Materials Company; United States; On-site; USD 40,000 - 50,000; Full time

Job summary

SMC Global is seeking a Customer Service Representative (CSR) to serve as a key contact for customers and internal teams, managing the order lifecycle from entry to invoicing. You will collaborate with Sales, Supply Chain, Planning, Logistics, and Accounting to ensure timely fulfillment and an exceptional customer experience.

The role requires 2+ years in customer service or order management, a degree in Business or related field preferred, and proficiency with Microsoft Office and ERP systems

Qualifications

• 2+ years of experience in customer service, order management, or supply chain.
• Associate or Bachelor’s degree in Business, Supply Chain, or related field preferred.
• Strong written and verbal communication skills.
• Experience with Microsoft Office; familiarity with ERP systems is preferred.

Responsibilities

• Serve as the primary contact for customer orders, inquiries, and issue resolution.
• Enter, track, and manage customer orders in Chempax, ensuring accuracy from order receipt through delivery.
• Review purchase orders for pricing, quantities, delivery requirements, shipping instructions, and customer-specific requirements.
• Coordinate order fulfillment with Sales and cross-functional teams for timely delivery.
• Communicate order status, availability, and timelines to customers and Sales.
• Investigate and resolve order discrepancies, pricing questions, and shipment issues.
• Maintain accurate customer, pricing, shipping, and order information in company systems.
• Inform support planning of customer demand and changes to inventory needs.
• Build strong customer relationships through responsive and reliable service.

Skills

Customer service

Communication

Time management

Multitasking

Education

Business or Supply Chain degree (Associate or Bachelor’s)

Tools

Chempax

SAP

Oracle

JD Edwards

Job description

SMC is seeking a Customer Service Representative (CSR) to serve as a key point of contact for our customers and internal teams. This role manages the customer order lifecycle from order entry through shipment and invoicing, partnering closely with Sales, Customers, Supply Chain, Planning, Logistics, and Accounting to ensure accurate, timely fulfillment and an exceptional customer experience.

What You’ll Do

• Serve as the primary contact for customer orders, inquiries, and issue resolution.
• Enter, track, and manage customer orders in Chempax, ensuring accuracy from order receipt through delivery.
• Review purchase orders for pricing, quantities, delivery requirements, shipping instructions, and customer-specific requirements.
• Partner with Sales and cross-functional teams to coordinate order fulfillment, shipment scheduling, product availability, and delivery requirements.
• Proactively communicate order status, availability, delivery timelines, and changes to customers and Sales.
• Investigate and resolve order discrepancies, pricing questions, shipment issues, product concerns, and customer complaints.
• Maintain accurate customer, pricing, shipping, and order information in company systems.
• Communicate customer demand and order changes to support planning and inventory needs.
• Build strong, professional customer relationships through responsive and reliable service.
• Identify opportunities for process improvement and provide backup support to the broader Customer Service team.

What You’ll Bring

• 2+ years of experience in customer service, order management, or supply chain; experience in the chemical or manufacturing industry strongly preferred.
• Associate or Bachelor’s degree in Business, Supply Chain, or a related field preferred.
• Strong written and verbal communication skills.
• Experience with Microsoft Office; familiarity with ERP systems such as SAP, Oracle, JD Edwards, Chempax, or similar preferred.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• A proactive, customer-focused approach to problem solving, with strong follow-through and cross-functional collaboration skills.
• Ability to work during core business hours aligned with Eastern Time (ET).

SMC Global is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.