Greenchem Industries, LLC is seeking an energetic Customer Service Representative who is eager to work in a team environment within our office located in West Palm Beach, FL.
As a customer service representative or CSR, you will be responsible for managing the customer experience with Greenchem and act as a liaison. You will own the order fulfillment process for assigned accounts and are responsible for building partnerships with customers and long-term business relationships. You will provide order status information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and find innovative ways to respond.
Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving skills and the ability to manage their own desk are great traits for the position. CSRs are confident in troubleshooting and investigating if they do not have enough information to resolve customer complaints.
Working in a collaborative and engaging environment, you will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

Summary of responsibilities:• Be genuinely excited to help customers.
• Manage the internal process for customer onboarding, proper setup, scheduling, specifications, shipping requirements, etc.
• Enter orders into NetSuite (ERP system).
• Create and send to the customer all necessary documents pertaining to the order (i.e. truck orders, warehouse releases, Certificate of Analysis, etc.).
• Check stock for availability, verify price, and assist with logistical information.
• Follow up on customer orders and inquiries with thorough communication.
• Coordinate with other departments to ensure the successful delivery of the product.
• Provide daily/weekly/monthly reporting to the Customer Service Manager, as needed.
• Provide superior customer service and maintain client satisfaction through critical thinking, problem-solving, and decision-making.
• Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution while maintaining composure and professionalism; appropriately escalate issues to management with a positive attitude.
• Assist with Return Material Authorizations (RMA’s), Corrective and Preventive Actions (CARs), and Freight claims when needed, providing detailed information about the incident and following up to provide updates to the customer.
• Maintain detailed files of customer accounts and documentation of customer interactions and respond to emails & phone calls professionally.
• Work with confidential customer information and treat it sensitively.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Other tasks requiring customer service skills.
• Answer phones in the call queue when needed.

What we are looking for:• Experience working with ERP systems.
• Associate degree or equivalent.
• Comfort with a desktop computer system.
• Excellent oral and written communication.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to troubleshoot and manage complex accounts.
• Customer fulfillment experience required.
• Take the extra mile to engage customers.
• Strong attention to Detail.
• Must be able to work well in high-stress situations and under strict deadlines while maintaining its cool.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Dependable and punctual.
• Be patient, empathetic, passionately communicative, and an active listener.

What we prefer:• Associate’s Degree in Business Administration, Communication, or related field preferred or equivalent experience.
• Logical problem-solving skills.
• Microsoft Office skills (Outlook, Word, Excel). Any ERP system experience is a plus.
• Organization and work prioritization skills.
• Able to work with a sense of urgency.
• Knowledge of NetSuite is preferred.
• Chemical Industry Experience.
GreenChem Industries, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.