Customer Service - Rowell Chemical : Job Details

Who We Are: Milport Enterprises Inc. has been distributing products and providing innovative services to its customers since 1952. In addition to chemical distribution, we provide custom blending of both liquid and dry formulations, contract packaging, metal finishing products and services, and neutral cleaning solutions. We genuinely respect our customers and are honored to have their business. It is the cornerstone of our success and your assurance of satisfaction. Job Summary: The customer service representative will act as a liaison, provide product and service information, and resolve any customer issues with accuracy and efficiency. They will be patient, empathetic, communicative, and advocate for the customer when necessary. They will ensure excellent service standards and maintain high customer satisfaction. Responsibilities (Essential Duties and Responsibilities):

• Greet customers warmly and ascertain their reason for calling, emailing, or arriving in person.
• Follow communication procedures, guidelines, and policies.
• Verify production job questions with Operations Manager or Process Technical and Regulatory Manager
• Advise on company information accurately and completely.
• Answer questions about logistics of sale.
• Enter orders and production jobs and provide order information to the plant with accuracy.
• Assist with refunds and exchanges.
• Provide Certificates of Analysis to the customer via email or the drivers.
• Open and maintain customer accounts by acquiring payment and other pertinent information such as addresses and phone numbers.
• Verify customer information via telephone or email.
• File documents.
• Take Phone and credit card orders when necessary.
• Direct phone calls to the appropriate person or take complete and accurate phone messages.
• Forward customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up with the customer to ensure a satisfactory resolution was achieved.
• Manage the duties of other team members when they are out of the office.
• Obtain and provide customers with requested chemical safety and handling information.

Qualifications (Knowledge, skills, and abilities): To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Required:

• High school diploma or GED
• Proven customer support experience
• Knowledge of the chemical industry
• Computer literacy, competency in the use of standard office software applications, and typing proficiency.
• Familiarity with standard office equipment

Skills & Ability

• Strong phone contact handling skills and active listening.
• Excellent communication skills.
• Ability to adapt and respond to different types of characters.
• Ability to multi-task, prioritize, and manage time effectively.
• Excellent documentation skills and attention to detail.
• Excellent problem-solving skills and ability to resolve conflict.
• Excellent organizational skills.
• Basic math skills.

Safety Expectations

• Obtain and provide customers with requested chemical safety and handling information.
• Promote a culture of safety both in the office and in the plant.
• Create accountability and lead by example.
• Participate in Safety and Environmental Audits, complete safety area inspections as required.

Physical Demands and Work Environment

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 20 pounds at times.
• Must be able to access and navigate each department at the organization's facilities.

Position Type and Expected Hours of Work

• Monday - Friday (full-time).
• Possible overtime.