Customer Service Representative

Ellsworth Corporation; Village of Germantown (WI); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

Paid time off

Holidays

Wellness program

Employee assistance program

Job summary

Ellsworth Corporation in Germantown, WI is seeking a Customer Service Representative to drive the customer experience across chat, phone and web channels while leveraging CRM systems for efficient order processing.

You will collaborate with purchasing, shipping and credit teams to provide timely updates, handle escalations, and support continuous improvement with a sense of urgency and accountability.

Qualifications

• 3+ years of professional customer service experience.
• High school diploma or equivalent; associate degree preferred.
• Typing speed ~45+ words per minute.
• Experience with ERP systems and CRM platforms such as Microsoft Dynamics.
• Experience with SharePoint, MS Teams, and Windows OS.
• Familiar with eCommerce platforms and chat functionality.

Responsibilities

• Processes incoming requests via chat, phone, web, or CRM for orders, quotes, product inquiries, and RMAs.
• Works with purchasing, shipping and credit to provide customer updates with urgency.
• Follows contract review/audit guidelines on order entry.
• Executes customer sample requests and processes order updates and changes.
• Handles escalations with first-contact resolution when possible.
• Identifies potential breakdowns in the customer experience and addresses shelf-life discrepancies.
• Contributes to training material and topics in the department.
• Acts as escalation point for new hires and handles complex inquiries with minimal assistance.

Skills

Customer service

Typing speed

Teamwork

Education

High school diploma or equivalent

Associate’s degree

Tools

SharePoint

MS Teams

ERP systems

CRM platforms

Microsoft Dynamics

Windows OS

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 Germantown, WI. 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 departmentDemonstrates a high level of product, system and customer expertiseActs as escalation point for new hires and handles complex customer inquiries and 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.#CUSTOMERSERVICE #ORDERENTRY #QUOTES #SCD #INSIDESALES