Customer Service Representative

Organizational Description:

Azelis America is North America's leading specialty chemical distributor

serving multiple markets including; CASE, construction, Care, Lubricants, Agriculture and Pharma. Azelis Care, made up of four operating entities, is the leading North America distributor of specialty ingredients to manufacturers in the Personal Care, Cosmetics, and Household, Industrial and Institutional Cleaning markets. The four entities are Azelis H&IC, DeWolf, Glenn & Ross Organic.

Summary:

Customer Service Representatives are responsible for account management of our customer base. This includes all aspects of a customer's order starting with answering telephone calls, responding to emails of approximately 100 per day, proactively providing customers with updates and notifications, order processing, arranging freight rates for customers, setting up and maintaining customers contacts in our ERP system, sending stocking needs to supply chain, communicating with logistics department regarding order status, handling customer complaints, and investigating short payments on invoices. The role requires extensive initiative in communicating with customers, the sales team, supply chain, shipping team and the management team.

Essential Duties and Responsibilities:
* Embrace and work to the spirt of the Azelis mission and organizational tenants.
* Answer telephone and emails respond to customer needs, and internal employee's needs.
* Build effective communication lines and relationship with your customers as to develop a good understanding.
of how to support their needs.
* Order processing -includes taking the order via email, entering the orders into our ERP System and adequate follow-
through on orders until shipped and billed, this includes communication to customers and the sales team with
updates and status changes.
* Review of customers PO instructions and updating this in our ERP System under Customer Remarks.
* Handle and trouble shoot customer issues, empowerment to decide upon a resolution, communicate with internal partners when necessary and follow through to ensure product is shipped out to meet deadlines and promise dates.
* Communicate with Credit department to ensure urgent orders are released from credit hold.
* Run weekly key customer open order reports.
* Send new customer packet information to our customer and upon receipt of completed paperwork and
submit to the CS Supervisor or Sr. CSR responsible for setting up new customers in ERP System.
* Send new forecasting to forecasting coordinator in supply chain.
* Communicate with sales coordinator to set up new products and pricing in customers profile in ERP system.
* Continuously work to improve order entry related processes to raise service levels, reduce errors and increase efficiencies.
* Build effective communication lines with supply chain, shipping team, and the sales team.
* Perform other functions of the customer service department as needed.

Other Responsibilities include (but not limited to)
* Understand and adhere to/follow the department procedures and policies.
* Understand and adhere to/follow the Azelis Americas and Care Business
* Additional responsibilities may be assigned as needed.
Key Strengths:
* Ability to work in a fast past environment, always manage a high volume of workload with attention to detail.
* Self-motivated, honest, dependable and a high level of integrity.
* Superior interpersonal skills such as negotiating, problem-solving, and knowledge sharing.
* Sound verbal and written communication skills.
* Relationship building.

Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; demonstrates group presentation skills and a good command presence; participates in meetings.
Written Communication - Writes clearly and informatively; presents numerical data effectively.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
Business Acumen - Understands business implications of decisions; displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources. has a strong command of margin optimization opportunities within the operation.