Job Description

For a fast-growing Chemical Company

Customer Service is responsible for the continuous improvement of practices, leading the delivery of best customer service as well as the leading the strategic alignment for the company’s continuous fast growth. This role will provide leadership and direction to the Customer Service team to ensure that an excellent standard of service is provided and maintained.

ESSENTIAL RESPONSIBILITIES AND TASKS:

· Receive orders from customer via fax, phone, electronic portals like e-commerce and email.

· Accurately enter orders into Chempax in accordance with documented procedures.

· Cross check orders entered by other Customer Service Representatives at least one day prior to the order shipment.

· Maximize the size of each customer order by consolidating orders or suggesting additions to customer orders.

· Confirm pricing with customer on orders.

· Coordinate release of credit holds for orders in required time frame.

· Communicate and follow up with customers and sales representatives on all issues relating to their order.

· Process customer product returns in a timely manner and in accordance with prescribed and documented procedures.

· Maintain an organized workstation so any team member or supervisor may locate paperwork.

· Communicate and provide necessary support to sales staff to optimize sales and customer satisfaction.

· Update customer files with address changes, pricing quoted by salesperson, delivery instructions or other customer notes as needed. Include specific comments on customer products that will assist others in insuring that the correct product is selected (i.e., customer cross reference numbers or notes indicating that a customer uses a different name than that in our system).

· Develop and maintain effective working relationships with other department team members.

· Represent California Chemical in a professional manner.

· Observe, follow and enforce all California Chemical’s Safety Procedures.

· Attend all required training when scheduled unless absent from work.

· Maintain an expert understanding of California Chemical products and operations to better understand the needs of the customer and the needs of the company.

· Plans, coordinates, and assists with the daily workflow to achieve maximum productivity.

· Oversee a team of customer service teams and ensure they are providing an exceptional customer experience.

· Ensure customer orders are shipped, accurately, in timely manner.

· Monitor and oversee the Customer Service Team processes and quality.

· Builds relevant solutions and product enablement support.

· Review emails, chat, and phone call communications ensuring that company policies and ideals are upheld

· Resolve complex, escalated customer problems or disputes in a professional manner.

· Coach and support team members to help them meet departmental goals.

· Keep records and documentation of customers' interactions for training purposes.

· Create monthly departmental reports to determine whether KPIs are being met and where there is room for improvement.

· Constantly provide customer feedback to internal cross-functional teams to improve product and customer experience.

· Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service representatives.

· Process customer returns and manage return inventory requirements.

· Improve customer service procedures, policies, and standards for the customer support department.

· Review processes, propose efficiency improvements, and implement process improvements.

· Create, review, and update SOPs.

· Creates environment of teamwork, collaboration, and open communication.

· Train the staff using best practices in upselling, customer satisfaction and company promotion.

*Previous Chemical industry experience preferred.

REQUIREMENTS:

· 3+ years prior experience in customer-facing roles.

· Proven experience in a leadership role is required.

· Effective verbal and written communication skills and excellent phone etiquette and elevated speech

· Must demonstrate strong analytical thinking skills.

· Should possess strong problem-solving skills and the ability to make sound judgment calls.

· Superior organizational and time management skills.

· Knowledge of customer service programs and databases, or the ability to learn new software quickly.

· Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience.

· Ability to handle multiple tasks in a fast-paced and dynamic environment.

· A real passion for excellence and the desire to provide the best customer service to our customers.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Must have experience handling a heavy call volume, which includes handling customer inquires, questions and concerns regarding their accounts.

· Ability to read, write and speak the English language. Knowledge of Spanish is helpful.

· Proficient level of skill in Microsoft Office.

· Ability to add, subtract, multiply and divide in all units of measure.

· Ability to read, comprehend and carry out detailed and simple instructions and write simple correspondence.

· Ability to multi-task and handle a heavy workload.

· Ability to prioritize work to meet time-sensitive deadlines.

· Possess excellent written/oral communication skills.

· Willingness to work overtime as needed.

Job Type: Full Time

Pay: DOE

Company Description

Our vision is to advance our transformational strategies, support our transformation, and effectively manage risk through a team known for collaboration, sound judgment, and proactive advice. We support our vision with our customers' best interest in all we do and our operational excellence. The law firm is experiencing significant growth and seeks a self-motivated, fast learner to hit the ground running. We are dedicated to immigration law matters, criminal, family law, and help all types of clients effectively deal with government agencies and court systems. We seek like-minded individuals who strive hard to work well in a team-based environment. Provide strategic thought leadership for technology operations, controls, and infrastructure. Be skilled with gathering information in a fast-paced business environment, understanding business needs and goals, detecting legal issues and obstacles, identifying legal solutions and alternatives, and succinctly and competently counseling and communicating with technology professionals and managers regarding legal risks, solutions, and alternatives.