Representative, Customer Service

Job Description

The Customer Service Representative is the primary point of contact for an assigned group of customer accounts. The purpose of the Customer Service function is to serve as the face to the customer in providing value added services that grow our business. Individuals in this position respond to and manage internal and external customer requests, orders, concerns, suggestions and complaints. Internally, the CSR interacts, gathers information, and coordinates related activities with sales staff, production planning, logistics, technical services and external vendors. The CSR must be aware of Lean Six Sigma principles and initiatives and must take responsibility and use sound judgement in decision making and problem solving. As representatives of Avient Corporation, individuals in this position are required to follow and communicate Avient business practices to customers and demonstrate the Avient Code of Conduct, ethics and values on a daily basis. Avient and customer information must be kept appropriately confidential. Work is done autonomously on a day-to-day basis and requires five years experience.

Responsibilities

Essential Duties & Responsibilities

• Provides customer focused service to assigned accounts.
• Responds to and manage customer orders from order entry to delivery and invoicing.
• Understands and communicate the value of our products and services.
• Understands customers' products, services, business operations and needs.
• Communicates effectively over the phone and electronically.
• Uses a variety of systems to enter and complete transactions.
• Accomplishes work within set timeframes.
• Key inside contact for specific customer / seller base.
• Process incoming orders, confirm pricing and availability of product.
• Advise customers of order status.
• Provide relevant customer information to other departments : forecasts, personnel changes, address changes, receiving schedules, etc.
• Timely and accurate administration of sales orders, customer complaints, material returns and credits.
• Answer price and availability questions.
• Respond to customer literature requests for MSDS, Certifications, etc.
• Follow all applicable ISO procedures.
• Use system reports and inquiries to drive activities that ensure superior customer service.
• Maintain customer service related information for customer accounts; customer notes, e-mail, phone, special instructions, etc.
• Process new customer / update requests.
• Provide market or account intelligence gained through customer contact.
• Participate in customer calls and visits with sellers.
• Proactive communication with product supply reps and shipping department of any order changes customer initiates.
• Work with seller and PSRs to reduce aged inventory.

Scope

Personnel : Individual contributor. Budget : None. Sales Revenue : Territory specific.

Skills Required

iso procedures