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Customer Service Representative

2 months ago

Anderson, United States Custom Synthesis Full time

Custom Synthesis, LLC is looking for an experienced Manufacturing Customer Service Representative

to join our team in Anderson, SC. The Customer Service Representative will process and enter orders, sample requests, and document requests while maintaining professional communication with customers and sales representatives to deliver high-quality customer experiences.


Reports to: President

FLSA Status: Hourly, Non-exempt

Direct Reports: None

Job Location: On-site

Working Hours: 1st shift, 8am-5pm, Monday - Friday


Duties and Responsibilities:

  • Receive customer POs via email, customer portal, phone, etc., and enter data into ERP, ensuring accuracy and compliance with standard operating procedures (SOPs).
  • Provide order confirmations and respond to customer requests for order changes (quantity, date, product, etc.) and RMAs in a timely manner.
  • Process and enter requests from sales team and customers including document requests, SDSs, spec sheets, COAs, pricing, etc.
  • Represent the Customer Service department in daily production meetings to report on customer issues and open orders.
  • Support sales department by providing information on order status, sample requests, and mailing marketing materials to customers.
  • Initiate and manage pricing requests and communicate pricing information to customers and sales department via email. Maintain accurate pricing records in the customer file within the ERP system. 
  • Notify appropriate internal departments via email regarding any need-to-make products before picking tickets for the order are distributed.
  • Work closely with the shipping department to confirm accurate shipping terms and carrier information to assure customer delivery requirements are met while also communicating any issues, delays, or discrepancies to the customer and other appropriate person(s).
  • Provide backup support to the shipping department by printing Bill of Lading or other shipping paperwork.
  • Generate and maintain daily customer service reports, including Open Order and Missed Shipments, to ensure accurate and up-to-date information is available for review and action.
  • Perform other related duties as assigned.


Qualifications and Experience:

  • Associate or bachelor’s degree in business, communications, or related field preferred.
  • Minimum of 3 years’ experience in a customer service or sales support role in a manufacturing environment, or 5-7 years’ experience in a non-manufacturing customer service or sales support role required.
  • Proficient in data entry and working knowledge of ERP software, preferably Datacor (formerly Chempax)
  • Proficient in Microsoft Office (Outlook, PowerPoint, Word, Excel) and PDF software (Adobe Acrobat, Foxit)
  • Excellent written and verbal communication skills.
  • Ability to successfully interface with customers, vendors, employees, and the community.
  • Ability to utilize conflict resolution skills to manage and resolve internal conflicts within the service team as well as professionally address customer issues and complaints.
  • Strong attention to detail, ability to follow complex requests, manage multiple tasks simultaneously while meeting deadlines.
  • Regular and reliable attendance. Required to be on-site.


Physical Requirements: Physical ability to perform the essential job functions of the position, which includes prolonged periods of sitting at a desk and working on a computer performing repetitive hand movement and fine coordination, occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull up to 30 pounds, and manage moderate levels of stress.



**Please Note: There is no relocation offered with this position and Custom Synthesis is not accepting submissions from recruiters at this time.