What are the responsibilities and job description for the Customer Service Representative position at Hubbard-Hall, Inc.?
Customer Service Representative
Location: Waterbury
At Hubbard-Hall Inc., we’ve been helping manufacturers achieve better results with less chemistry, cost, and complexity for more than 175 years. Headquartered in Connecticut with manufacturing in South Carolina and Michigan, we combine hands-on tank-side expertise with best-in-class logistics. We’re proud of our history—and excited about our future.
We’re now looking for a Customer Service Representative to join our Customer Experience team and support our mission of delivering exceptional service at every step. If you enjoy solving problems, building strong relationships, and keeping processes running smoothly for customers and colleagues, we’d love to meet you.
Position Summary:
Provide prompt, polite, and efficient response to customer contact for information and product. Accurately execute requests for order entry and order documentation, returns, credit documentation, Certificates of Analysis, and SDS. Arrange and track shipments as required. Function as a team to ensure delivery is completed to the customer’s satisfaction.
Essential Functions:
1. Provide customers with prompt and accurate information, pricing and delivery details needed to execute their orders and provide automated or manual acknowledgement once orders have been placed.
2. Send Certificates of Analysis, SDS sheets, purchasing history, and order confirmations to customers as required.
3. Communicate and cooperate with customers, co-workers, and outside sales and provide feedback to sales and management.
4. Advise customers when their order is delayed or changed and resolve problems to the customer’s satisfaction.
5. Expedite customer requests for order changes, new product, pricing and communicate issues with sales representatives.
6. Help customers get answers to their questions and solve their problems.
7. Assist new customers with account and credit set-up.
8. Enter Sample orders.
9. Process credit card approvals for credit card orders.
10.Enter and maintain orders for bulk and automatic deliveries and generate releases as required.
11.Process Return Material requests.
12.Monitor and respond to chat inquiries.
13.Discharge duties assigned in ISO 9000 and Responsible Distribution as directed.
Additional Responsibilities:
1. Advise Purchasing, Manufacturing or Tank Farm as appropriate for product not in stock.
2. Quotations: preparation, entry, maintenance, quotation follow up, including distribution and specialty sales force. This includes tracking and reporting on quotes and competitive situations.
3. Document, store, and update customer file for regulatory and safety certifications. Process DEA certifications.
4. Maintain Customer file information including setting up ship-to addresses, maintaining customer notes and updating buy lists.
Education, Experience and Skills Required:
1. Background in Customer Service or Inside Sales, including a minimum of 3 years as a Customer Service / Inside Sales Representative in a distribution and / or manufacturing environment, and general business experience. Customer focused, team player, good people skills, solid oral and written communication skills, and proficient computer skills. Familiar with sales and distribution of technical products to OEM market, good problem-solving skills. Minimum High School Diploma, 2- or 4-year degree preferred (in-process acceptable).
2. Continued development: on-going education and training in Customer Service and Customer Experience skills and issues, including on-site programs and off-site seminars. Regular business publications directed at improving Customer Service and Customer Experience skills, computer training as required.
Hubbard-Hall, Inc. is an equal opportunity employer. Hubbard-Hall, Inc. does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.