Customer Service Representative (chemical manufacturer)

Customer Service Representative: Neville Chemical Company is a leading manufacturer of low molecular weight thermoplastic and liquid resins that serve a wide variety of applications in the Coatings, Adhesives, Ink and Rubber industries. Customer satisfaction, innovation, and extensive research have been hallmarks for 100 years. Neville Chemical has a current opening for a Customer Service Manager, reporting to the Director of Sales & Marketing. This position is a key leader within the organization and will act as liaison between the customer and Neville. This role will work closely with sales, production, shipping, transportation, and quality assurance to provide exceptional customer service and ensure on time deliveries.

Responsibilities:

1. Customer Relationship Management:

a. Serve as a primary point of contact for customers.

b. Build and maintain strong business relationships through phone, email and in-person interactions.

c. Oversee various customer inquiries regarding pricing, packaging, delivery, etc.

d. Proactively identify customer needs and address possible risks.

2. Order Processing and Logistics:

a. Process domestic and international customer orders, managing them from initiation through delivery, including scheduling transportation.

b. Work with approved carriers to acquire Rail, FTL and LTL transportation quotes for internal team and customers.

c. Coordinate with selected carriers to schedule, monitor and adjust shipments as necessary.

d. Provide timely transportation updates to internal team and customers.

3. Quality and Continuous Improvement:

a. Participate in annual ISO audits and quarterly corrective action management meetings, identifying quality problems and trends through root cause analysis.

b. Drive continuous improvement initiatives to simplify and enhance processes and improve customer experience.

c. Develop and update policies and procedures with a focus on streamlining operations and improving customer satisfaction.

Qualifications:

Education:

· High School Diploma or equivalent

· Bachelor’s degree in Business or a related field is a plus

Experience:

· Minimum of two years of customer service experience in a manufacturing environment.

· Experience in a chemical manufacturing setting is highly desirable.

· The following certifications are a plus:

• DOT 49 CFR 172.704(a)
• DOT 40 CFR 25
• IATA DGR 1.5.1.2

Skills:

· Customer Service Excellence: A strong commitment to providing exceptional customer service.

· Communication and Interpersonal Skills: Excellent verbal and written communication skills, with the ability to build and maintain strong customer relationships.

· Problem-Solving and Decision-Making: Ability to effectively problem-solve and adapt to changing conditions.

· Organizational and Planning Skills: Strong organizational and planning abilities, with the capacity to prioritize and multitask effectively.

· Technical Proficiency: Proficient in Microsoft Office Suite and familiar with email databases and ERP systems for order entry.

· Teamwork and Independence: Ability to work effectively both independently and as part of a team to achieve goals.

· Technical Knowledge: Technical background in chemistry is helpful but not required.

We offer a competitive salary, excellent benefit package and 401(k). NO PHONE CALLS OR AGENCIES ACCEPTED. Neville is an equal opportunity employer.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• min of customer service exp in manufacturing: 2 years (Required)

Work Location: In person