Customer Service Representative

Johnson Matthey Inc.; West Whiteland (IN); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Retirement plan with 401K match

Paid time off 20 days

Tuition assistance

Parental leave

Hybrid and flexible working options

Job summary

Johnson Matthey Plc is seeking a Customer Service Representative to support inside sales of precious metals and related products within our industrial market. You will handle quotations, order entry, verification of order parameters, and coordinate expediting with plant scheduling.

Daily interaction with customers via phone and email, resolving issues, processing invoices, and ensuring timely payments while building strong relationships to drive revenue and customer satisfaction in a hybrid work

Qualifications

• Bachelor’s degree (desired).
• Customer service experience (essential).
• Excellent communication and active listening skills.
• Ability to build strong collaborative relationships.
• Strong multitasking, prioritization, and time-management skills.
• High attention to detail and effective organizational skills.
• Computer literacy with advanced Microsoft Word, Excel, and PowerPoint skills.

Responsibilities

• Manage inside sales of precious metals, precious metal products, and Nitinol products within the assigned industrial market sector via a telesales role.
• Handle all customer quotations, order entry, and verification of order parameters, including lead time and change notices for the assigned product group.
• Coordinate expediting of customer orders with plant scheduling, resolve complaints, process invoices, and ensure accounts are paid in full under established credit terms.
• Act as liaison between Johnson Matthey business units and customers, facilitating and enhancing working relationships to meet customer needs.
• Assist the business unit in achieving planned revenue, account development, and implementation for the manufactured products and services.
• Collect, communicate, and identify opportunities, competitive information, customer needs, trends, and account influences.
• Engage daily with industrial customers via telephone and email, providing outstanding service for Platinum Group Metal Services.
• Accurately quote prices and accomplish order entry, confirmation, and invoicing within 24 hours of receipt.
• Respond to standard quote requests within 24 hours and contact customers in the specified time period for follow‑up.
• Coordinate quoting of non‑standard items through cost estimating, ensuring customer requirements are fully specified and understood.
• Resolve all customer complaints in a timely manner, improving customer relations.
• Monitor customer metal consignment balances and deals to ensure adequate quantity of metal to meet the business unit’s financial and production requirements.
• Provide information on customer trends for budgeting and monthly forecasting to support revenue and S&OP demand forecasting.
• Maintain business and technical awareness of assigned products, and interface with Customer Service Manager/ Sales Manager to expedite information flow.

Skills

Communication skills

Active listening

Relationship building

Multitasking

Time management

Attention to detail

Education

Bachelor's degree (desired)

Tools

MS Word

Excel

PowerPoint

Job description

Job Overview

World-changing careers, enabled by Johnson Matthey. With more than 200 years of history, join us and help 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.

Responsibilities

• Manage inside sales of precious metals, precious metal products, and Nitinol products within the assigned industrial market sector via a telesales role.
• Handle all customer quotations, order entry, and verification of order parameters, including lead time and change notices for the assigned product group.
• Coordinate expediting of customer orders with plant scheduling, resolve complaints, process invoices, and ensure accounts are paid in full under established credit terms.
• Act as liaison between Johnson Matthey business units and customers, facilitating and enhancing working relationships to meet customer needs.
• Assist the business unit in achieving planned revenue, account development, and implementation for the manufactured products and services.
• Collect, communicate, and identify opportunities, competitive information, customer needs, trends, and account influences.
• Engage daily with industrial customers via telephone and email, providing outstanding service for Platinum Group Metal Services.
• Accurately quote prices and accomplish order entry, confirmation, and invoicing within 24 hours of receipt.
• Respond to standard quote requests within 24 hours and contact customers in the specified time period for follow‑up.
• Coordinate quoting of non‑standard items through cost estimating, ensuring customer requirements are fully specified and understood.
• Resolve all customer complaints in a timely manner, improving customer relations.
• Monitor customer metal consignment balances and deals to ensure adequate quantity of metal to meet the business unit’s financial and production requirements.
• Provide information on customer trends for budgeting and monthly forecasting to support revenue and S&OP demand forecasting.
• Maintain business and technical awareness of assigned products, and interface with Customer Service Manager/ Sales Manager to expedite information flow.

Qualifications

• Bachelor’s degree (desired).
• Customer service experience (essential).
• Excellent communication and active listening skills.
• Ability to build strong collaborative relationships.
• Strong multitasking, prioritization, and time‑management skills.
• High attention to detail and effective organizational skills.
• Computer literacy with advanced Microsoft Word, Excel, and PowerPoint skills.

Benefits

• Competitive and fair salary aligned to role, experience, and responsibilities.
• Hybrid and flexible working options.
• Comprehensive benefits including health, life, disability, and retirement plans.
• Retirement savings plan (401K Match and additional employer contribution).
• Annual paid time off: 20 days (varies for shift‑based roles).
• Health insurance covering medical, prescription, dental, and vision.
• Voluntary benefits and well‑being programs.
• Tuition assistance.
• Parental leave.

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, marital status, pregnancy, maternity, religion or belief. All conversations are confidential, and your feedback is welcome to help us provide an accessible and positive recruitment experience.