Description

Job Description

Superior Graphite

550 W Van Buren, Suite 300

Chicago, IL 60607

Position Title: Customer Service Representative

Business Title: Customer Service Representative

Site: 99 Corporate Office

Cost Center: 220 Customer Service

Location: IL Chicago 1

Principal Duties and Responsibilities:

• Communicates with customers to build and maintain strong, long-lasting relationships to maximize customer loyalty and satisfaction.
• Seeks to understand customers' needs and identifying sales opportunities.
• Processes and manages orders to customer requirements for ship date/method, price, order fill payment terms, packaging, and labeling requirements.
• Producing documents required by customers including NAFTA certificates, SDS documents.
• Invoicing of orders upon shipment and presents to the customer in the required format.
• Ensures the customer order instructions are up to date, accurate and adhered to.
• Maintains contacts and sales part cross reference on the customer record.
• Communicates and documents sales or service opportunities and customer concerns or suggestions internally.
• Responds to customer's inquiries or complaints regarding the organization's products or services.
• Contacts assigned customers for maintaining the ERP sales forecasting while ensuring high levels of data quality, accuracy, and process consistency in a timely manner.
• Determines best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies and coordinating problem resolution with appropriate departments.
• Keeps up knowledge of the organization's products, services, procedures, practices, and policies.
• Attends meetings with customers in person and on web platforms.
• Other duties as assigned.

Education/Experience - Knowledge, Skills & Abilities:

• High school diploma or GED required.
• 3 years working experience in customer service and/or account management.
• Excellent verbal and written communications skills
• Advanced ERP system and MS Office skills
• Bilingual in Spanish preferred

Physical Qualifications:

Vision: Normal Required

Hearing: Normal Required

Reaching/Stretching: Normal Required

Standing/Walking/Mobility: Normal Required

Climbing/Stooping/Kneeling: Normal Required

Lifting/Pulling/Pushing: Normal Required

Fingering/Grasping/Feeling: Normal Required

Capable of lifting 25 lbs on a periodic basis

Work Environment:

Normal, professional office environment

Noise:

Quantity of business machines and devices

Travel Requirements:

Less than 10%

Travel Destination:

Domestic/International

E/O/E AA Employer M/F V/D

Qualifications