Customer Service Representative

The Customer Service Representative is responsible for customer relations, invoicing, order processing, and providing direct support to the customer and sales team to make Barentz Always a better solution.

ESSENTIAL DUTIES AND RESPONSIBILITIES *

Position/Department

Receive and handle customer service calls, emails, and faxes professionally and in a timely manner

• Process orders accurately and timely, ensuring product, quantity, pricing, and notes are accurate
• Follow-up directly with customers as needed
• Communicate stock outs and customers’ future needs to sales force and materials management
• Maintain customer files as required for contacts, shipping requirements, notes, locations, etc.
• Run daily open order report to ensure all orders have shipped or been released to warehouses.
• Review bills of lading for accuracy and correct potential issues
• Generate invoices and assist Accounting with transactions where applicable
• Provide direct support to management and the sales team as needed
• Establish relationships with customers to foster trust, reliability, and increased business
• Interact with materials management/purchasing to provide the highest level of customer satisfaction
• Field customer complaints and work with others to resolve
• Process sample orders as required

Leadership/ Teamwork

• Participate in department meetings to discuss any customer, product or industry news
• Communicate with other CSRs throughout the organization to stay up to date on customers and trends

Continuous Improvement/Problem Solving

• Contribute to and support continuous improvement of our processes and systems
• Seek opportunities to share best practices with the team, support staff and other divisions

Systems

• Barentz specific systems, including but not limited to BRM, Vizion, Chempax, Datacor, Sharepoint, etc.

Barentz Culture/Fundamentals

• Support and lead by example, following Barentz ’ purpose, strategies, and values
• Act legally and ethically in all professional relationships in adherence with Barentz ’ culture, values and fundamentals
• Contribute to an environment of trust and mutual respect
• Maintain a strong commitment to teamwork and concern for others
• Maintain a high level of personal responsibility and ownership
• Use effective communication and listening skills
• Foster an inclusive and diverse workplace where every team member feels valued and respected

Learning and Development

• Seek out and participate in ongoing growth and personal development opportunities
• Embrace and promote Barentz ’ learning and development culture

Other Duties and Responsibilities:

• Duties and responsibilities may be amended at any time per business need

EDUCATION AND EXPERIENCE

Education

• Bachelor’s degree (preferred, in any Science is a plus)

Experience

• At least three (3) years of c ustomer service, sales support or inside sales experience ( r equired)
• Supply Chain and Logistics experience (preferred)

Certifications

• Any industry related certification (Sales Techniques, Project Management, Regulatory, Quality Management, etc.) (preferred/encouraged)

Position/Product/Industry Requirements

• Experience using industry related technologies and equipment
• Exceptional interpersonal and communication skills while interacting with customers, suppliers, colleagues and the management group on a daily basis
• Strong attention to detail, excellent data entry, calculation and organizational skills
• Experience in regulated industries or distribution is a plus
• The ability to work in a team environment, prioritize work assignments and act independently to resolve potential conflicts are all requirements of this position.
• Experience with customer management software (CMS) required

SKILLS AND KNOWLEDGE

• Self-motivated, high energy, and engaging level of enthusiasm and positive outlook
• Ability and desire to develop meaningful/productive business relationships at all levels
• Effective written and verbal communication skills and the ability to adapt communication style to the audience as needed
• Software knowledge of Microsoft Office including Outlook, Word, Excel and Power Point
• Must be able to effectively prioritize work assignments for self and others
• Strong attention to detail, excellent data entry, calculation and organizational skills
• Demonstrated exceptional organizational, presentation, interpersonal and communication skills
• Fluent in English, a second language would be considered an asset
• Strong calculation, organizational, and problem-solving skills

WORK ENVIRONMENT

This position has been identified as Remote capable, subject to management approval. Work is performed in a typical in-office or home-office setting where the climate is maintained throughout the year. Some local travel may be required. The proper use of PPE may be required if exposed to production and laboratory facilities.

PHYSICAL REQUIREMENTS

The position is moderately sedentary. Use of a computer and phone are required on a regular basis for verbal and written communications.

PAY CLASSIFICATION

This position is classified as Salary Non-Exempt (OT eligible).

DIRECT REPORTS

This position does not have any direct reports.

ACCESS TO CONFIDENTIAL INFORMATION

This position has access to a variety of sensitive information that must be maintained in a confidential manner including, but not limited to, trade secrets, product information, formulations, customer details, company and department processes and financial data, etc.