Customer Support Associate

2 weeks ago

Huntersville, North Carolina, United States Covia Full time

Customer Service Representative

Job Category: Customer Service Requisition Number: REPRE001815

Job Overview

Covia stands as a premier provider of mineral and material solutions tailored for the industrial and energy sectors. Our extensive history is marked by numerous accomplishments across various industries, achieving success through collaboration. Our unmatched capability to deliver the right product, at the right location, and at the right time is complemented by our unwavering commitment to fostering partnerships that empower our clients to thrive.

At Covia, quality and innovation form the bedrock of our operations; however, our true strength lies in our workforce. We pride ourselves on employing a diverse and highly skilled team dedicated to transforming natural minerals into engineered solutions for our clientele. Each team member is presented with a valuable opportunity to influence our future positively and contribute to the communities where we operate.

Diversity and Inclusion Commitment

Covia is dedicated to embracing and promoting diversity and inclusion (D&I) in our workplace, in our business dealings, and in our communities. We aim to cultivate an inclusive culture where diversity is celebrated and respected, ensuring that everyone feels valued and engaged. Our intentional efforts to unite team members create opportunities for them to contribute their unique skills, experiences, and perspectives toward achieving Covia's business growth objectives. Enabling all team members to excel while being their authentic selves is fundamental to the Clearly Covia Values and Culture.

Position Summary

We are seeking a proactive Customer Service Representative to make a significant contribution to our team. The successful candidate will be responsible for efficiently and accurately processing all customer orders, including special instructions, while adhering to established policies and procedures. Additionally, this role involves advising customers of any changes that may affect their expectations and promoting the sales of Covia products.

Key Responsibilities

  • Resolve escalated customer issues received via phone or email, providing effective solutions.
  • Process initial credit card authorizations for customers requiring cash in advance.
  • Coordinate transportation for all relevant shipments.
  • Address daily Provisional Price Holds and Invoice Blocked Lines to ensure timely invoicing.
  • Log and monitor customer complaints from initial intake to resolution.
  • Foster sustainable relationships with customer contacts and sales personnel through friendly and prompt interactions.
  • Develop a comprehensive understanding of key customer needs related to issue resolution, including P.O. management, invoice adjustments, sample requests, and complaint processes.
  • Perform additional duties as assigned.

Qualifications

The ideal candidate will possess:

  • An Associate's Degree in Business or a related field; a Bachelor's Degree is preferred.
  • A minimum of 4 years of progressive experience in administrative services.
  • Proficiency in Microsoft Office Suite.
  • The ability to learn ERP databases, particularly in order processing and invoicing.
  • Experience with Retail Link is preferred.
  • Attention to detail and the ability to meet deadlines while collaborating effectively.
  • Professional telephone etiquette and a friendly demeanor.
  • Self-motivation, strong organizational skills, and an enjoyment of a fast-paced environment.
  • Demonstrated ability to work collaboratively within a team to achieve set objectives.

COVID-19 Vaccination Requirement

All new hires must provide proof of full vaccination against COVID-19, in accordance with guidelines from the Centers for Disease Control and Prevention (CDC), and with a vaccine protocol approved by the Federal Drug Administration (FDA). Accommodations will be considered for individuals unable to receive the vaccine due to health conditions or sincerely held religious beliefs, in compliance with applicable laws.

Benefits

Covia offers a comprehensive benefits package, including:

  • Excellent healthcare benefits (medical, vision, dental)
  • 401K plan with company matching
  • Paid vacation and holidays
  • Disability, Life/AD&D, and Long-Term Care insurance
  • Employee Assistance Program

At Covia, we are committed to fostering a diverse workforce, as we believe this is the foundation of our success. Our culture promotes inclusion, individuality, and respect within the workplace. We are dedicated to providing employment opportunities to the most qualified candidates based on work-related factors, without regard to non-work-related factors such as race, color, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, disability, or military service.

Equal Opportunity Employer

Covia is an Equal Opportunity Employer.

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