Customer Service Representative

Johnson Matthey Plc; West Chester (Chester County); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Retirement Savings

20 days annual PTO

Life and Disability Insurance

Health Insurance

Voluntary Benefits

Wellbeing Programs and Incentives

Tuition Assistance

Parental Leave

Job summary

Johnson Matthey Plc is seeking a Customer Service Representative to act as a reliable liaison between units and customers, supporting revenue growth and service delivery. The role emphasizes accurate quoting, timely order processing, and collaborative problem-solving to ensure customer satisfaction.

You will engage with industrial customers daily by phone and email, coordinate quotes for standard and nonstandard items, and contribute to forecasting with customer insights.

Qualifications

• Customer service experience is essential.
• Bachelor's degree preferred; equivalent experience considered.
• Strong communication and active listening skills.
• Ability to build collaborative relationships with internal teams and customers.
• Proficient in MS Office; detail-oriented with strong organizational skills.

Responsibilities

• Serve as liaison between Johnson Matthey units and customers to strengthen relationships.
• Assist with revenue attainment and account development for products and services.
• Obtain and communicate customer needs, trends, and opportunities.
• Interact with industrial customers via phone and email for JM Platinum Group Metal Services.
• Quote prices accurately and ensure orders/invoices are verified within 24 hours.
• Respond to standard quotes within 24 hours and coordinate nonstandard item quoting.
• Coordinate resolution of customer complaints to improve relations.
• Monitor customer metal consignment balances to meet production needs.
• Support budgeting and monthly forecasting with customer trend data.
• Maintain product knowledge and liaise with Sales/Customer Service managers.

Skills

Customer service

Communication

Relationship building

Time management

Attention to detail

MS Office

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

World-changing careers, enabled by Johnson Matthey. With more than 200 years history, join us and help to accelerate the transition to net-zero! As a Customer Service Representative you’ll contribute to JM’s mission as a world leader in sustainable technology, transforming energy and reducing carbon emissions for a cleaner, brighter future.

The role:

As a Customer Service Representative, you will help drive our goals by:

• Acts as a liaison between Johnson Matthey business unit and customers to facilitate and enhance working relationships to insure customer needs are met
• Responsible to assist with the achievement of planned revenue, account development and implementation for products and services manufactured by the business unit
• Obtains, communicates, and identifies opportunities, competitive information, customer needs, trends and influences on accounts
• To interact daily with industrial customers to provide outstanding customer service for the products and services of Platinum Group Metal Services through telephone/email contact with customers.
• Act as liaison between JMI departments and customers to facilitate working relationships and ensure that customer needs are understood and communicated.
• Accurately quote prices.
• Order entry and verification of the customer’s written purchase order, order confirmation, and invoice must be complete within 24 hours of receipt.
• Respond to all standard quote requests within 24 hours. Contact customer within specified time period to assist in follow-up on quotes.
• Coordinate quoting of nonstandard items through cost estimating making certain that customer requirements are fully specified and clearly understood.
• Coordinate resolution of all customer complaints on a timely basis in such a way as to result in improved customer relations.
• Direct monitoring of customer metal consignment balances/metal deals to ensure adequate quantity of metal is present to meet the business unit’s financial and production requirements.
• Assist in budgeting process and monthly forecasting process by providing information on customer trends and tendencies to support revenue and S&OP demand forecasting.
• Maintain a business and technical awareness for those products assigned to the Customer Service Representative.
• Interface with Customer Service Manager/ Sales Manager to expedite flow of pertinent information and coordinate response to customer needs.
  

Key Skills the will help you succeed in this role:

• Bachelor’s Degree - Desired
• Customer service experience - Essential
• Excellent communication and active listening
• Ability to build strong collaborative relationships
• Ability to multi-task, prioritize, and manage time effectively
• Strong organizational skills
• High attention to detail
• Highly computer literate with exceptional Microsoft Word, Excel and PowerPoint skills
  

Even if you only match some of the skills, we’d love to hear from you to discuss further!

What we offer:

• Retirement Savings (401K Match, plus an additional Employer Contribution)
• 20 days annual PTO (varies for shift- based roles)
• Life and Disability Insurance
• Health Insurance (Medical, Prescription, Dental and Vision)
• Voluntary Benefits
• Wellbeing Programs and Incentives
• Tuition Assistance
• Parental Leave
  

Ready to make a meaningful impact on your career and the environment? Join us and help shape a sustainable future while advancing your career! At JM, inclusivity is central to our values. We create an environment where everyone can thrive, embracing diverse perspectives to tackle challenges and ensure all colleagues feel valued and connected.
#JMUS
#EVB
For any queries or accessibility requirements, please contact [e-mail]. We will work with you to make suitable adjustments at any stage of the recruitment process. All conversations are confidential, and your feedback is welcome to help us provide an accessible and positive recruitment experience. Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.