Customer Support Associate
1 week ago
We are seeking an experienced Customer Support Associate to join our team at Hydrite Chemical Co.
The successful candidate will be responsible for providing exceptional customer service and ensuring timely order fulfillment from initial order through delivery of product.
This role directly interfaces with customers and is responsible for addressing customer needs and issue resolution by partnering with cross-functional teams, including sales, transportation, procurement, and operations.
Key Responsibilities:
- Provide high-level customer support via email and phone to ensure timely and accurate order fulfillment, including order entry, inventory availability, lead-time management, and tracking.
- Administer customer order changes, expedites, tracking, and cancellations.
- Utilize independent judgment and problem-solving skills to resolve inquiries and/or discrepancies.
- Manage and monitor ordering patterns based on seasonality and/or past trends while providing order suggestions to sales.
- Field new customer inquiries while elevating and escalating viable prospects.
- Process all incoming inquires promptly and to the highest level of accuracy.
- Drive process efficiency and customer experience continuous improvement efforts.
- Proactively monitor open orders and communicate foreseen delays (late, notification, resolve, backorders, past due).
- Customer inquiry resolution.
- Identify and escalate priority issues to the appropriate channels.
- Manage assigned accounts and unique customer requirements in accordance with SOPs.
- Aligns cross-functionally with warehouse(s) and operations to confirm product availability.
- All other duties as assigned.
Salary Estimate: $45,000 - $60,000 per year, depending on experience.
About Hydrite: Hydrite Chemical Co. is a company where people matter. We are family-driven, financially strong, and looking for problem-solvers to join our growing team.
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