Date Posted: 03/10/2025
Hiring Organization: Rose International
Position Number: 479429
Job Title: Customer Service Representative
Job Location: Westlake, OH, USA, 44145
Work Model: Hybrid
Shift: Mon - Fri 8:00 am - 5:00 pm 2-3 days onsite in a week
Employment Type: Temporary
Estimated Duration (In months): 4
Min Hourly Rate ($): 24.00
Max Hourly Rate ($): 26.00
Must Have Skills/Attributes: Customer Service, ERP, Sales, Supply Chain
Job Description
***Only qualified Customer Service Representative candidates located near the Westlake, OH area to be considered due to the position requiring an onsite presence***
Required Education:
• High School diploma
Required Qualifications/Skills/Experience:
• 2-5 years of experience in Customer Service / Supply Chain / Sales
• Customer-facing operations (i.e. Customer Service, Sales)
• Order to cash process knowledge
• Cloud-based solutions (i.e. Service Cloud) / ERP systems (i.e. SAP) / IT applications
• Supply Chain understanding
Customer Service Overview:
• Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey and collecting feedback to drive continuous improvement.
• Be the single point of contact for current and new client customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs.
Job Duties:
• Accountable for customer-facing activities/customer experience, acting as a single point of contact for customers, adopting a customer-centric mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).
• Run OTC and Customer Service Management, focusing mainly on customer interaction-related activities (in/outbound)
• Voice of Customer: Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions.
• Build customer trust & relationships by supporting in supply, commercial & application inquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
• Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions.
• Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction.
• Handling customer cases and dealing with complex queries to minimize disruption & downtime.
• Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions commitments.
• Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
• Continuous Improvement: Contribute to reviewing existing operations in one's own area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows, or improve customer experience.
• Performance Management: Prioritize own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use KPIs, performance management systems, and reports to improve personal performance.
• Supporting Systems: Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
• Time Management & Activities Planning: Plan activities daily, weekly, and monthly to ensure business continuity, enhance efficiencies, and improve customer satisfaction. Actively participate in team meetings to align priorities.
• Compliance: Comply with client’s Corporate Standards, Global SHE, and Sustainability requirements.
Industry: Chemical and Consumer Goods Industry
Estimated Start Date: 04/07/2025
Dress Code: Business Professional
**Only those lawfully authorized to work in the designated country associated with the position will be considered. **
**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements. **
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
