Customer Service Representative

1 week ago

Rockwall, United States Whitmore Manufacturing, LLC Full time

Whitmore Manufacturing, an CSW Industrials affiliated business, is a global provider of innovative products and services that increase the reliability, performance, and lifespan of industrial assets. We manufacture high performance lubricants, friction modifiers, application equipment, lubrication management systems, desiccant breathers and cleaners designed to meet the specific needs of each industry and application. Industrial customers worldwide rely on Whitmore to deliver the performance engineered solutions industry counts on even in the most adverse conditions and demanding environments.


Whitmore is currently seeking a customer service representative to join our team at the Rockwall, Texas facility.


Position Purpose:

Ensure fulfillment of orders through effective information exchange and daily interface (as appropriate and required) with customers, distributors, commercial team, operations planners, world-wide site shipping and supply chain contacts.


Job Responsibilities:

  • Maintain ownership of all details and communication throughout the order to cash process.
  • Improve customer satisfaction and loyalty by building strong relationships with customer accounts.
  • Negotiate commitment dates and enforcement of business rules with customers for all sales orders.
  • Manage the entry, routing, and fulfillment of customer requests for information relating to order fulfillment such as requests for pricing, product availability, MSDS, COA, product specification sheets, shipment tracking, etc.
  • Manage customer emergency requirements that may require “after-hours” support.
  • Adhere to all order fulfillment and ISO procedures and any applicable cross functional process to ensure orders are processed first time right.
  • Carry out P.O. review throughout the entire order processing cycle ensuring pricing accuracy per documented price deviations and communications.
  • Perform any required credit/debit memo adjustments / return of material as per global guidelines, obtaining and documenting all necessary approvals and doing any necessary follow up with internal/external customers as needed.
  • Follow all environmental and safety regulations, related to the business sector, and act in compliance with all US laws.
  • Manage or participate in special projects as required.
  • Ensure appropriate monthly reconciliation activities are completed on a timely basis to positively impact monthly sales reporting for all consignment accounts;
  • Build and maintain good relationships with internal customers.
  • Other duties as assigned by your supervisor.

 

Essential Skills, Education & Experience:

  • High School diploma and 3-5 years of Customer Service/ Account management experience in the manufacturing industry or related fields.
  • Experience with JDE or SAP
  • Proficiency in MS Office – Word, Excel, PowerPoint.
  • General understanding of Supply Chain Management and the impact that different order activities and changes have upon the different points of the chain;
  • Ability to acquire detailed knowledge of specific customers, products, product lines, and packing & shipping standards;
  • Understands freight terms, payment terms, and pricing terms;
  • Ability to liaison with other cross functional employees within Supply Chain and work with multiple processes and procedures;
  • Highly self-motivated and capable of working independently
  • Ability to recognize, analyze, and offer solutions to customer problems or involve the necessary people to ensure the problem is properly resolved;
  • Ability to analyze customer order patterns to enable continuous improvement of order fulfillment process;
  • Quick learner and have the ability to keep an open mind to changes that may impact daily activities.


Whitmore offers excellent competitive wages, Performance and Attendance Bonus programs, world-class benefits, and unparalleled opportunities for development – all to create an invigorating and satisfying environment.


Benefits:

  • Medical, Dental, Vision insurance
  • Disability insurance
  • Life insurance
  • Flexible Spending Account & Health Savings Account
  • Paid time off (PTO)
  • Maternity & Paternity leave
  • Employee Assistance Program
  • Tuition reimbursement
  • 401(k) $1-$1 match, up to 6% - vest immediately
  • 401(k) additional profit sharing – up to 3%
  • Employer Stock Ownership Plan (ESOP)


Whitmore is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, familial status, family responsibilities, matriculation, political affiliation, genetic information, veteran status, disability, source of income, status as a victim of an intra-family offense, and place of residence or business

We support and care for our employees by providing them with development opportunities that enhance their career fulfillment; meaningful compensation & benefits that help them care for their family; and opportunities to contribute to the community and enhance the lives of others through Whitmore Cares.

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