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Customer Service Specialist

4 months ago

Piscataway, United States JobRialto Full time
Description

Job Summary:

Primary contact to provide a World-Class Customer Service to Agilex customers. Develop and deliver customer solutions that support business strategies and meet customer expectations. Provide a critical link between Agilex and Customers.

Essential Responsibilities and Functions:

Provide order management support for Agilex Fragrances Customers, including order entry, allocation of material to orders, returns, invoice disputes and credit adjustments utilizing information systems.

Process customer complaints including the investigation and the resolution. Work cross-functionally across the Agilex and customer organizations to ensure appropriate problem resolution.

Partner with operations colleagues (at Agilex and customer sites) to arrange for, and follow through, on all shipments and related transactions.

Coordinate order status, availability (pricing, and delivery to customers). Works with Logistics and, and commercial management to achieve accurate and timely delivery commitments.

Proactively communicates supply/delivery issues to assigned customers via daily review of open order reports.

Respond to customers' inquiries. Responsible for maintaining accounts with updated notes and procedures; also responsible for updating and maintaining contact information in MakeScents, relating to customer and customer/material content.

Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated database.

Ensure special handling of large to complex customer's requirements with regards to product specifications, special packaging, regulatory compliance, etc.

Access customer databases (portals) to retrieve purchase orders; ensure proper notifications to customers in regard of order management and billing documents.

Communicate customer expectations by interfacing with various Agilex Dept./areas

Handles inquiries in Customer Service Group mailbox as well as voice mail system for all Agilex accounts.

Works with credit and A/R to resolve customer disputes.

Represent Account Management and interface externally with customers in meetings.

Communicate pricing information to customers as needed.

Identify sales orders assigned and incomplete or block status and try to resolve and/or escalate sales orders.

Follow up with Sales Representatives and other internal leads to maintain feedback to ensure focused consistent service to customers.

Process customer orders for diverse customer base, which have multi-level organizations while proactively maintaining ongoing relationships with customer and Agilex sales staff.

Provide customers with all requested documents including C of A, MSDS, COFA, specs, or any other regulatory or documentation requests as needed.

Act as a liaison between customers and internal departments on special requests.

Compile and maintain SOP/reports for assigned accounts, as needed.

Perform other related duties as required in the Customer Service Department.

Additional Job Competencies / Job Relationships / Specialized Skills:

Demonstrated ability to synthesize and identify priorities/specific issues with customers.

Demonstrated ability to direct issues to correct internal stakeholder. (i.e. QC, marketing team, sales, Production, purchasing, etc.)

Knowledge in sales and distribution (SD) module such as: sales order and delivery functions, invoicing, credits/debits and return goods processes.

Familiar with interactions with production planning, material management, inventory management and logistics (i.e., freight, pallet quantities)

Excellent interpersonal skills.

Exceptional verbal and written communication skills.

Excellent computer skills including Windows-based applications.

Excellent Organizational skills

Detail oriented including follow up, quality focused, problem solving skills, conflict resolution experience

Analytical, results and solution oriented, as well as customer and team focused.

Ability to work in a fast-paced environment where "multitasking" is a must

Independent Worker. Works well under pressure & good at meeting deadlines.

Minimum Qualifications:

Bachelor Degree plus 1 year of comparable business experience preferred, or

4 years experience in Customer Care/Sales/Logistics related function

Understanding of plant/warehouse systems and procedures for shipping, accounting, etc.

Understanding of Logistics/Operations and impact to fulfilling customer orders

Education: Bachelors Degree