Customer Service Coordinator

When you’re part of the Sylvin Technologies team, you are helping to advance life around the world by creating materials that connect us all to technology, help us when we are sick, keep our homes warm and dry, and enhance our safety. Sylvin partners with our customers to custom design our compounds to meet their needs for end-products that we find in everyday life. We are looking for talented people to join us and to uphold our shared values: embrace diversity, take responsibility and be brave.

• In office / Potential for hybrid schedule as management approves
• Applicants without Resumes will not be considered
• Benefits are effective on the first day of employment!
• 401K Match of 100% of first 6% and an additional 3% contribution by company
• NO RECRUITER CALLS PLEASE!

JOB SUMMARY:

A vital role as the front-line liaison communicating effectively with customers, sales representatives, and prospects, surrounding inquiries, orders, expedites, and business issues, while positively and professionally representing Alphagary Polymer Solutions, an Orbia Company, promoting our quality products. This position must proactively anticipate, coordinate, and crisply execute the necessary details, communication, and processes to ensure we understand, meet, and, whenever possible, exceed our customers' requirements, promoting long-term customer relationships for the organization's success. Initiate and/or implement corrective action as needed to maintain an excellent service standard in a customer-centric environment.

LOCATION: Sylvin Denver Plant – Front Office

REPORTS TO: Customer Service Manager

LIAISONS WITH: Customers, Sales Representatives, VP of Sales and Marketing, other team members in the Sales Department, Material/Shipping Department, Accounting, Production Manager, R & D Department

RESPONSIBILITIES INCLUDE:

· Effectively communicate using phone, email, and Teams Chat, maintaining a professional and positive business image when corresponding with customers and team members across all Orbia subsidiaries.

• Receive customer inquiries and route each question to the applicable associate, when necessary. Ensure all email and voicemail requests are responded to within 24 hours.
• Enter all new purchase orders into the ERP system and/or communicate any issues preventing the PO from being processed, within 24 hours of receipt—48 hours for Leominster and Pineville Plants.
• Accurately review (contract review) and process all customer purchase orders, looking at all details to assure that Alphagary can and will adequately meet all the customers’ requirements. Involve others, when necessary, before processing.
• Process requests for quotes, customer requirements, sales orders, and change orders. The ability to complete tasks while demonstrating a thorough concern for all the areas involved. Paying attention to small details, completing tasks with a sense of urgency, and achieving near-perfect accuracy
• Document all details thoroughly and retain adequate records of inquiries and requests for future reference. Process, route, and file all associated documents and records promptly and accurately, according to Alphagary's record retention policy.
• Create deliveries in the ERP system, help coordinate the shipping of orders, and effectively communicate delays and early shipments to customers.
• Consistently demonstrate commitment towards achieving Aphagary's on-time delivery goals.
• Ensure sales orders follow customer payment terms as defined by the Credit Manager. Work closely with the Finance Department to ensure customer orders and shipments can be released efficiently.
• Assist with customer complaints – non-conformances, pricing management in ERP system, expedites, invoicing, technical data information, and other customer requests as needed.
• Enters and maintains accurate and complete customer and prospect information, applications, addresses, email, phone, contact info, etc., in databases (SAP/ other). Manages Customer Master Data in the ERP system, ensuring to meet Orbia Audit and Compliance guidelines.
• The U.S. Customer Service Manager and/or the Sales Manager-Industrial Market may assign other duties or projects to meet business goals and objectives.

· Other duties as assigned.

MUST HAVE SKILLS / COMPETENCIES

• The ideal candidate would be proficient across all Microsoft office software.
• Have excellent organization skills and work within folders in windows proficiently.
• 2 years minimum experience in a customer service role.
• The ability to conceptualize, multitask and have a genuine work ethic.
• Ability to capture data and process tasks with near-perfect accuracy and fast response time.
• Be a “numbers” person. The job requires exceptional basic math skills.
• Experience with SAP would be a huge plus.

EDUCATION/ EXPERIENCE:High School degree or GED with 2 years customer service-related experience and/or training. Proficiency in Microsoft Office software (Word, Outlook, Excel, SharePoint, PowerPoint). Ability to utilize/comprehend business processing software. Experience with SAP is helpful.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person

Salary : $22 - $25