Smooth-On, Inc. is seeking a team-oriented, Customer Service Representative (CSR) to join our company. Smooth-On is a 120 yr old company, located near Allentown, PA, specializing in silicones, liquid rubber, liquid plastics, foams and other products that allow creators from all walks of life to turn their ideas into 3-dimensional reality. As a vital, on-site role to our company, our CSR will provide exceptional customer service to all internal and external customers via phone and email communication. The CSR must be a positive, detail-oriented individual with excellent communication skills and accurate administrative skills to work in a fast-paced, high-pressure environment. Must have the ability to multi-task and handle a high volume of calls, orders, customer requests and other various customer service tasks. We are looking for someone who thrives on helping others and is willing to go above and beyond to know and understand their accounts to provide the best experience. Smooth-On offers a comprehensive benefits package including paid holidays/vacation/sick time, affordable medical and dental, 401K Match, and company paid life insurance. In addition, we have an on-site cardio room, weight room, nap rooms, game rooms, and so much more!

Essential Job Functions:

• Professionally communicate with internal and external customers via phone, email and chat.
• Process orders and inquiries with accuracy.
• Handle billing questions and management of past due invoices.
• Solve customer problems and find best possible solutions in a timely manner.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Confirms customer information is current and accurate in order entry system.
• Become an account expert and understand each customer’s needs to provide real, effective solutions and deliver exceptional customer service.
• Inform appropriate parties of important changes; change in sales, ordering patterns, etc.
• Work with all employees, customers and vendors in a civil, professional and respectful manner at all times – verbally, non-verbally and in writing.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Respond to shipping inquiries and answer order status questions.
• Learn other customer service tasks to assist in being a backup person when other team member is out which may include billing, processing ECOMM, Amazon, exports and other online order systems.
• Ability to provide written communication at a professional business level.
• Acts as a liaison between customers and management in order to enhance the overall customer experience.
• Assist Customer Service Manager with metrics and processes.
• Assist in acquisitions for customer service department.

Knowledge, Skills and Abilities:

• Excellent attention to detail.
• Ability to problem solve and able to multi-task.
• Excellent listening and communication skills including active listening
• Have strong customer service skills.
• Ability to work in a busy team environment.
• Willing to pitch in with regular non-repeating projects.
• Willingness to be reassigned to cover other coworkers’ responsibilities when they are away from the office.
• Must have strong computer skills (Word, Excel, PowerPoint, etc.) and the ability to learn new software.
• Knowledge of general office equipment.
• Desire to provide the best customer service experience possible for our customers.
• Thrive in a fast-paced environment with coaching support
• Be a problem solver who enjoys working with other departments to solve issues and create processes.
• Dedicated to excellent attendance and arriving for your scheduled shift on time.

Experience and Education:

• Bachelor’s Degree Required
• Minimum of 5 years customer service experience.

Company Policies and Additional Requirements:

• Follow company 4 Pillars: Civility, Accuracy, Safety and Productivity
• Continually practice safety procedures and policies to protect yourself, others and company owned property;
• Practice civility in all aspects of your job by listening, hearing and working together with co-workers, vendors and managers and by resolving issues respectfully and professionally in a civil manner;
• Comply with company rules, policies and procedures.
• Seek guidance from a Team Leader or Manager before performing an unfamiliar task or assignment;
• Complete job tasks efficiently, timely and accurately according to SOPs (Standard Operating Procedures), job aids and based on job function;
• Maintain work area (e.g., materials, stock areas, desks, floors, shelves, counters, etc.) in a safe, clean, organized, and efficient manner;
• Must show up for work on time and be willing to work occasional overtime as required (with adequate notice from management);
• Demonstrate reliable attendance, limited lateness or call outs. Must have reliable transportation to and from work
• Willingness to learn other jobs
• Perform other job-related duties or responsibilities when requested or required whether or not specifically mentioned in job description.
• Willing to work with others in team.

Physical Requirements:

The following are physical requirements for this position; however, this is not an inclusive list.

Additional Requirements:

Employment is contingent on:

• Applicants consent to a background check to comply with a suitability determination from corporate management.
  • Due to the fact that we sell chemicals, the Department of Homeland Security requires Smooth-On to maintain a Security Program which requires a background check of all employees.
• Signature on a company drug-free policy contract.
• Passing a Company provided substance-screening test.
• Provide required I-9 documents.
• Verification of information provided on Employment Application.
• Valid Driver’s License or State ID.