Customer Service Representative

Johnson Matthey; West Chester (Chester County); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

401K match

Health insurance

Parental leave

20 days PTO

Tuition assistance

Job summary

Johnson Matthey in the United States is seeking a Customer Service Representative to support inside sales of precious metals and related products. You will handle quotations, order entry, lead times, and invoicing while coordinating with plant scheduling to meet customer needs.

You will build strong relationships with industrial customers, resolve issues promptly, monitor account activity, and support budgeting and forecasting with insights on customer trends.

Qualifications

• Bachelor’s degree preferred.
• Customer service experience essential.
• Excellent communication and active listening.
• Ability to multi‑task, prioritize and manage time.
• Strong organizational skills and attention to detail.
• Proficient with MS Office suite.

Responsibilities

• Direct account responsibility for inside sales of precious metals and products via telesales.
• Quote prices, entry orders, verify lead times and change notices.
• Expedite orders with plant scheduling and resolve customer complaints.
• Process invoices and ensure accounts are paid on time.
• Interact daily with industrial customers to provide outstanding service.
• Coordinate nonstandard quotes through cost estimating.
• Monitor customer balances to meet financial and production needs.
• Support budgeting and monthly forecasting with customer trend data.

Skills

Bachelor's degree

Customer service

Communication

Relationship building

Time management

MS Office

Education

Bachelor's degree (desired)

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.

Direct account responsibility for inside sales of precious metal, precious metal products, and Nitinol products within assigned industrial market sector via telesales role. Direct responsibility for all customer quotations, order entry, verification of order parameters, including lead time and change notices within assigned product group. Incumbent must be responsive to customers’ requirements by coordinating expediting of customer orders with plant scheduling, resolving complaints, processing invoices, ensuring accounts are paid in full and maintained with established credit terms.

The role:

• 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

What we offer:

We make sure salaries are fair, competitive and aligned to individual roles, experience and responsibilities. We also support hybrid and flexible working and offer comprehensive employee benefits, including health, life, disability and retirements plans that support our employees’ financial and physical wellbeing, such as:

• 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.

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.