The Customer Service Representative is the direct liaison between the customer and the plants and is considered a key role in the commercial organization due to the frequency of contact with customers. The CSR is responsible for accurate order processing, coordinating production with sales and plant personnel for on-time delivery of product and timely invoicing of shipments. The CSR communicates customer problems/complaints that are identified to the appropriate departments to ensure customer satisfaction. Process necessary reports to function daily to complete job functions.

Responsibilities

Receive, enter and confirm orders that are received by phone, email and fax from both domestic and

international customers

Provide vendor managed inventory service for some customers
Process return material authorization (RMA), corrective action reports and processes credit memos
Maintain/update customer master order
Perform monthly end billing and consignment
Process international orders as required, process invoices
Direct communication with customers, production, and sales
Work with production scheduling to assure order fulfillment
Update customer of any issues, changes in the production schedule which may affect their orders
Inform sales of any sudden changes in customer product demand that may affect production planning
Provide information on shipment/pricing discrepancies, or delivery/transportation issues that may result in any

type of a dispute with the customers

Direct customer inquiries for information to sales
Confirm inventory availability to ensure delivery dates can be met for stock and MTO products, and work with

either the plant, the customer, or both to develop solutions to order fulfillment issues

Coordinate freight and production schedules with customer requirements

Qualifications

English: Fluent/native level abilities are required on reading, writing and speaking
Computer skills: Word, Excel and Outlook are required
Able to negotiate and communicate
General knowledge of quality aspects of the product – especially to handle complaints
Entry Level: 0 – 2 years related experience or training is preferred
SAP experience preferred

Sumitomo Bakelite North America, Inc

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