Customer Support Specialist

6 days ago

Downingtown, United States AGC Chemical Americas Full time

AGC Chemicals Americas is a global subsidiary of AGC Inc., a multinational corporation and one of the world's largest manufacturers of glass, electronic displays, and chemical products. Headquartered in Exton, Pennsylvania, including a state-of-the-art technology center, AGC Chemicals Americas maintains manufacturing operations in nearby Thorndale, Pennsylvania, a satellite sales office in Sao Paulo, Brazil and warehouses located throughout North America.

AGCCA provides you with the opportunity to collaborate with great people. As part of a global company, you will gain important international perspective and will be part of a network of thousands of colleagues worldwide while enjoying the small-company environment where you can see the impact of the company's success.

The Customer Support Specialist (CSR) serves as a key contact and liaison for customers to ensure their total satisfaction. This position will interact with customers on an ongoing basis, managing the entire order process, handling requests, and providing support and solutions needed in a timely, professional, and courteous manner. Although focused on the external customer, this position will also provide exceptional support to the commercial sales team.

Essential Functions:

  • Manage assigned account orders from receipt of PO through product delivery.
  • Proficient in use of tools and reports to help facilitate delivery. Understands specific documentation requirements for assigned accounts. Maintains accurate notes in order/customer file for business continuity.
  • Follow SOPs for standard Order acceptance. Validate order accuracy for pricing, ship to, bill to and correct product specification.
  • Manage customer expectations on sales order delivery dates especially when unexpected delays or inventory issues occur.
  • Coordinate between Sales and Supply Chain to balance customer order requests when supply is limited. Proficient in reserving material based on customer specifications and understands basic Net Requirements and Available To Promise functionalities of the ERP system.
  • Coordinate with business managers, warehouses, production planning, quality control and technical service for achieving customer satisfaction and answering inquiries in a timely manner.
  • Provide account management backup support for accounts or product lines during team members scheduled/unscheduled absences.
Job Requirements:
  • College level degree and/or at least 3 years of customer service experience in a chemical or manufacturing environment.
  • Proficiency in Microsoft Office Suite with high proficiency in Excel.
  • Dynamics AX or Dynamics D365 ERP experience is highly desirable.
  • Outstanding problem-solving abilities.
  • Excellent written and verbal communication skills.
  • Knowledge of customer service best practices.
  • High level of accuracy and detail orientation required.
  • Basic understanding of logistics terminology.
Physical Requirements:
  • Must be able to remain in a stationary position for extended periods.
  • Needs to occasionally move about inside the office to access office machinery, accomplish tasks, or travel from one worksite to another.
  • Constantly operates a computer, keyboard, copier, printer, and other office productivity machinery.
  • No adverse environmental conditions expected.
What's in it for You:
  • Medical, Dental, and Vision Insurance
  • Paid Time Off and Paid Sick Time
  • 401(k) Safe Harbor Plan with Company match; Immediate vesting.
  • Student Loan Pay Down/College Save Up
  • Tuition Reimbursement
  • Fitness Reimbursement

AGCCA does not discriminate based upon race, color, sex, national origin or ancestry, religion, age disability, citizenship, marital status, military or veteran status, or any prohibited basis. This commitment applies to all aspects of the employment relationship, including hiring, promotion, compensation, discipline, discharge, and any term or condition of employment. All employment decisions are made, and all personnel policies construed in compliance with all applicable federal, state, and local anti-discrimination laws. All unlawful discrimination is prohibited.

This position does not support visa sponsorship.

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