Job Description

General Position Responsibilities

The Customer Service Representative is a critical component of the sales process, serving as the frontline interface between the business and our customers. This position will be a key advocate for effective customer order execution by both supporting and assisting the customers, operations, and sales teams. Manages follow-through to achieve and maintain a level of superior customer service and partners with Operations Supervisors to coordinate all aspects of servicing accounts. Tactical responsibilities include processing customer orders, managing warehouse and transload operations, scheduling shipping and receiving activities, tracking inventory, and maintaining customer accounts.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provides coordination of Sales, Operations, Logistics, and Finance to ensure customer orders are executed efficiently and all appropriate communications, both internally and externally, are consistent. Serves as a key contact for external customers and third-party sales agents.
• Follows appropriate order fulfillment policies, standards, guidelines, and procedures.
• Takes corrective/preventative action to resolve customer service issues and complaints. In addition, ensures complete communication to involved parties to prevent re-occurrence.
• Ensures Client Satisfaction of all internal and external customers and stakeholders.
• Manages and maintains current order status visibility, price verification, and product inquiry.
• Supports operations management in locating products and determining product availability. Coordinates with Transportation Specialist to facilitate the timely shipment of product.
• Acts as the interface between customers and sales personnel regarding product availability, delivery dates, order cancellations, and order status. Provides information regarding product costs and quantities to sales personnel.
• Receives and processes sales orders from customers by phone, email, or fax. Prepares orders by checking product availability, coordinating transportation for delivery, maintaining sales order logs, preparing bills of lading, and processing administrative paperwork for site and corporate office (i.e. Sales Orders, pick slips, STOTs, etc.). Maintains continuous communication with plant administrators to facilitate smooth customer pickup or delivery.
• Performs basic customer service tasks, such as answering telephone calls, responding to customer emails, answering customer questions, resolving customer issues, following-up on prospective customer inquiries, and facilitating a positive customer experience throughout the lifecycle of each order.
• Completes necessary Oracle inventory data entries.
• Maintains customer account books, updating or changing customer’s account information as needed, reporting changes to corporate office, and deleting obsolete information.
• Provides support to the team on daily transactions and in managing the expectations of the stakeholders.
• Establishes relationships and direct communication with our key customers to understand their needs and what we can do to consistently deliver high-quality products and services.
• Other work will be assigned based on business requirements, customer delivery issues, and other workload necessities. Participation in projects at the business unit level may be required in addition to this role’s daily responsibilities.

Qualifications

Qualifications

Knowledge and Skills

• PC experience and strong knowledge of Microsoft Office Suite. Strong administrative skills required, including the ability to manage a variety of tasks and attention to detail. Oracle and/or CRM experience is a plus.

Education and Work Experience

• Associates Degree or High School Diploma with 2+ years relevant work experience.
• Minimum 1-3 years of customer service experience desired. Strong track record of taking ownership and driving results.

Supervisory Responsibilities

This job has no direct supervisory responsibilities. Works closely with Commercial Team and Transportation Specialist.

Additional Information

We offer competitive benefits, including health insurance, life insurance and disability plans, as well as a 401k with company matching.

Harsco Environmental is an Equal Opportunity Employer. All information will be kept confidential according to EEO guidelines.

Disclaimer :
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position