What are the responsibilities and job description for the Customer Service Representative position at Ineos Pigments USA?
The Customer Service Representative (based out of Grandview Heights, OH) is a key position which serves as the central point of contact for customers, and is a highly visible, significant position within the Company. The role resides in the Commercial Team and is responsible for processing customer orders. This individual will report to the Commercial Manager and will work closely with our Business Coordinator, Supply Chain, Operations, Sales, and other Customer Service Representatives to ensure the safe, timely, and accurate delivery of products, services, and information to INEOS KOH’s customers. This jobholder must be flexible in approach, and, as required, will be called upon to assist in varied activities for which they are capable. We offer a supportive work environment, and jeans/business casual dress code.
C. Accountabilities of the job: describe the main results expected from the job
Accountability 1: Drive SHE Excellence
- Perform work safely and without recordable injuries.
- Observe, understand, and respect 7 LSR and 20 Principals.
- Have meaningful conversations at least quarterly with internal stakeholders or customers about the 7 LSR and 20 Principals.
Accountability 2: Order Processing & Fulfillment
- Accept and confirm customer orders. Process customer P.O.’s via direct order entry system (SAP).
- Ensure all order entry and other sales transactions are accurate and completed under established company and customer guidelines.
- Arrange for shipments by coordinating with carriers and terminals as appropriate. Assist with shipment information for rail customers.
Accountability 3: Invoicing
- Prepare shipped orders for invoicing by entering appropriate information in system.
- Prepare, verify, and coordinate the proper records for complete order fulfilment (includes order instructions from customer, shipment paperwork, etc.).
Accountability 4: Product Distribution Functions
- Assist with warehouse and terminal product flow by monitoring and maintaining inventory at various locations.
- Assist with communications with warehouses and terminals to ensure consistent order fulfilment and compliance with contract requirements.
Accountability 4: Other Essential Functions
- Effectively utilize various systems such as SAP, MS Outlook, MS Teams, and Excel.
- Manage product and customer set up in SAP.
- Maintain customer profiles including billing, shipping, products, INCO Terms, and special requirements.
- Work closely with Account Managers to keep ahead of customer activity and requirements.
- Assist in dispute resolution with customers on items such as complaints related to customer orders, invoicing issues, returns, and quality.
- Assist with investigations related to customer complaints and/or product stewardship issues.
- Participate in rotating off-hours on call cell phone duty.
- And other duties as assigned
Level of education & experience in general
- Bachelor’s Degree preferred or equivalent work-related experience.
- Previous experience in Customer Service role would be desirable, as would experience in chemical manufacturing industry with truck and railcar orders.
- Experienced and comfortable working with the Microsoft Office suite (Excel, Outlook, Teams).
- Professional knowledge of the use of SAP systems, specifically related to sales order modules.
Behavioral skills
- Ability and desire to conduct all job-related activities with a primary focus on SHE (Safety, Health, and Environmental).
- Strong interpersonal and communication (written and verbal) skills. A good listener.
- Able to build relationships remotely.
- Demonstrated ability to work independently with limited management oversight.
- Superior time management skills.