Customer Service Representative

3 months ago

Depew, United States Alkegen Full time

Job Requirements Why work for us? Want to join a truly global company with over 60 manufacturing facilities around the world? Want to be part of a forward thinking, progressive organization that is growing at an extraordinary pace? Why not become part of an organization that truly cares about its commitment to its customers and its fellow colleagues? We are a global leader in high-performance specialty fibers and inorganic materials used in high-temperature industrial, automotive and fire protection applications. We have nearly 80 years' experience in providing innovative solutions to our customers' application problems across several different business sectors. Our products are known universally for their quality and proven performance with names like Fiberfrax ceramic fiber products, revolutionary low bio-persistent Insulfrax and Isofrax. Our purpose, mission and values are based on our commitment to produce high quality products that help our customers save energy, reduce pollution and improve fire safety. Alkegen has an exciting opportunity for a Customer Service Representative to join our Customer Service Center of Excellence team If you have strong oral and written communication skills and enjoy building rapport and relationships, apply today The work hours for this role are Monday-Friday 8 AM to 5 PM ET. Responsibilities: Review, process and maintain routine, complex, and international customer orders. Orders received via email, phone or fax. Coding of orders with product part numbers and verifying pricing details. Update customer account files with customer information & order processing instructions when necessary. Provide customer quotes for pricing and availability. Maintain a high level of customer service as reflected by a low number of customer complaints. Work closely with Production Control, Purchasing, and Shipping to ensure our customers' needs are being met. Identify and resolve discrepancies with customers and plants by using the Inventory Confirmation Database and Corrective Action Request Database. Enter various requests on behalf of customer or Sales Engineer including but not limited to credit requests, debit request, and corrective action requests. Report review and maintenance (i.e. backlog report & allocation reports) Assist with process mapping and cross training as needed. Will also need to apply a basic knowledge of international customs and regulation knowledge to the customer order processes. Will need to have basic knowledge of export order processing including ocean and air export shipment regulations and familiarity with NAFTA and other free trade agreements Qualifications: High School Diploma required. Associate's or Bachelor's degree in relevant field preferred A minimum of 2-5 years of customer service experience. Manufacturing company experience preferred Preferred working knowledge of US trade compliance including import and export compliance, ITAR, NAFTA, Other free trade agreements, Made in the USA rules, Harmonized tariff rules Must have excellent organizational and communication skills and strong detail orientation Capable of handling multiple priorities and adapting to change with ease Willing to take on additional tasks and work effectively on a team Proficiency in Microsoft Word and Excel required Experience with Microsoft Dynamics, Shipping Solution, EDPM, and Liquid Planner preferred, but not required. If you are interested in being part of a world class Customer Support function here at Alkegen then we would love to hear from you. Alkegen is committed to cultivating and preserving a culture of inclusion throughout the organization. We recognize that we can learn better together with a diverse team of employees and that our individual differences, experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation. Employment selection and related decisions are made without regard to sex, race, ethnicity, nation of origin, religion, color, gender identity and expression, age, disability, education, opinions, culture, languages spoken, veteran's status, or any other protected class.

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