Retail Customer Success Lead (Order Management | SAP)

Sika; Rutherford (NJ); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

401k with company match

Medical, dental, and vision benefits

Life insurance

Disability insurance

Paid time off and holidays

Wellness reimbursements

Education assistance

Professional development opportunities

Employee referral program

Job summary

Sika is seeking an experienced Customer Service Representative in the New Jersey area for our retail business. You will work closely with the retail team to manage residential accounts from order entry to payment, ensuring superior service and strong customer relationships.

Responsibilities include collaborating with sales and support teams, tracking order requirements, and handling RMAs. The role emphasizes effective communication with major customers and cross‑functional coordination to meet

Qualifications

• Bachelor's degree in business preferred or related field.
• Minimum 5 years of customer service or related experience.
• Full working knowledge of SAP and familiarity with EDI process.
• Ability to act independently and make decisions.
• Ability to multi-task, prioritize and manage time effectively.

Responsibilities

• Work with retail team to manage customer responsibilities for residential accounts from order entry to payment.
• Maintain strong customer relationships and collaborate with sales and support teams.
• Understand order requirements to ensure superior service levels.
• Track performance metrics for quality, availability, and on-time shipments via portals.
• Act as liaison between internal departments to fulfill customer orders promptly.
• Address customer complaints professionally to resolve issues.
• Communicate with key customers (Home Depot, Lowes, Amazon, etc.) for quotes and daily orders.
• Process RMAs, credits and rebills when required and identify EDI errors daily.

Skills

Customer service

Communication

Multitasking

Teamwork

Order management

Education

Bachelor's degree

Tools

SAP

EDI

Job description

Sika is seeking an experienced Customer Service Representative in the New Jersey area for our retail business. You will work closely with the retail team to manage residential accounts from order entry to payment, ensuring superior service and strong customer relationships.

Responsibilities include collaborating with sales and support teams, tracking order requirements, and handling RMAs. The role emphasizes effective communication with major customers and cross‑functional coordination to meet