Customer Care Representative II

Job Title - Customer Care Account Specialist
Location - Houston, TX 77079
Duration - 12 Months

Pay Rate - $30 to $35/hr

Qualifications:
HYBRID - 3 days onsite / 2 days remote

EXPERIENCE:
1) Customer Care experience
- 50-100 accounts each depending on workload
- NOT a call center
- Main customer communication is via email
- Heavy problem solving is required
2) SAP transactional experience is required
3) Chemical or manufacturing industry experience preferred
4) 2-5 years of experience preferred, recent college grads will be considered

EDUCATION:
High School Diploma or GED

As a Customer Care Account Specialist - Houston, TX, you will be responsible for...
• Interacting with the customer in a helpful and friendly manner and understanding customer needs as you develop and maintain customer relationships for high-profile accounts for our North American customer base, including Canada and Mexico. This includes providing consistent quality service and acting as a liaison for customers and external service providers.
• Communicating with various functions across the business: Marketing, Sales, and Logistics, at all levels of the organization will be an essential part of your area of responsibility.
• Managing customer orders through the entire order fulfillment process including expediting, basic returns, back-order monitoring, sample and zero-dollar orders, consignment order process, and removing obstacles that may impact customer requirements and client ’s ability to satisfy them.
• Executing and following Non-Conformance Management (NCM) measures, including investigation and reporting.
• Engaging across the organization, you will work as a member/leader of special or ongoing projects that are important to continuous improvement of the businesses. This role will be exposed to managing import / export orders direct-to-customer and collaborating with local and global colleagues to provide streamlined communication on order status.
• Understanding and enforcing stated business rules and raise awareness of situations where a resolution requires cross functional coordination. Additionally, you will support training, troubleshooting, and offer solutions to customers including the eCommerce order stream.
• Participating in orientation and training for new hires and acting as secondary trainer for new hires and mentoring of peers.
• Utilizing your robust analytical and computer skills (specifically SAP, Power BI, Client, MS Word, Excel, Power Point, and other web-based applications), you will complete material availability inquiries and price discrepancy reporting.
• Establishing and improving work procedures and processes that support the company and departmental standards.
• Managing and correcting errors in Master Data to prevent recurrence of issues in order processing.

Skills...
• Education (Supply Chain, Business Management or Logistics preferred) combined with your experience in the Customer Care, Supply Chain area, or closely related work experience.
• Proficiency in using Enterprise Resource Planning (ERP) SAP system or similar ERP.
• High level of competence in Microsoft Office tools.
• Strong problem-solving ability, ability to interact with the customer and to communicate with various functions across the business: Marketing, Sales, Planning and Logistics.