Job Description

Mallard Creek Polymers is a chemical manufacturer, providing a broad range of styrene butadiene, styrene acrylic and acrylic emulsion polymers to our customers. Our business philosophy is to provide our customers with customized solutions, flexibility, and complete satisfaction. Customer care, new product development, and flexible manufacturing are key areas of focus. With a 60-year legacy in emulsion polymer manufacturing, we stand recognized as a world-class manufacturer of specialty polymer latex emulsion products for applications in the construction, nonwovens, adhesives, textiles, printing and packaging, paints and coatings, and paper industries.

WE SEEK TO ATTRACT, RETAIN, AND INSPIRE PEOPLE WHO WANT TO MAKE A CLEAR, PERSONAL IMPACT ON THE SUCCESS OF THE COMPANY. WE DO SO THROUGH A COMMITMENT TO EMPLOYEE EMPOWERMENT, INDIVIDUAL ACCOUNTABILITY, COLLECTIVE SUCCESS, AND COMPETITIVE COMPENSATION.

WE ARE CURRENTLY ACCEPTING APPLICATIONS FOR AN EXPERIENCED CUSTOMER SERVICE REPRESENTATIVE; OUR JOB DESCRIPTION IS BELOW.

POSITION SUMMARY: Interacts with customers by phone or in person to provide information; ensures the best technical service possible.  Answers customers' technical or scientific questions regarding product or service and operation or maintenance.  Converses with customers to obtain information, identify problem, and provides technical assistance. 

ESSENTIAL JOB DUTIES/RESPONSIBILITIES (others may be assigned):

• Resolves complex or unusual requests and problems that may require a customized response and communicates solution or requested information to the customer
• Analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed.
• Coordinate the relationships, services, and flow of information between the customer, scheduling & logistics, operations, and sales.
• Enters domestic orders into ERP system (JD Edwards) and follows-up on customer orders and inquiries.
• Assist Customer Service Analyst with new customer set up including credit information, delivery requirements and other customer specific requirements as needed.
• Communicates with scheduling & follow up on requested delivery dates.
• Execute the complete order processing cycle, including purchase orders, confirmation of inventory and delivery dates, and follow-up with all parties involved until the orders are delivered
• Provide customers with availability of product and delivery capability
• Coordinate with credit department both via computer and/or verbally on all orders
• Maintains files for invoice and shipping documents
• Input and coordination of sample requests
• Provide SDS and Technical data requests
• Fields complaints from customer and directs to appropriate party for resolution
• Coordinates and maintains ongoing ISO 9002 order entry activities
• Handles EDI order input and acknowledgement
• Participate in Supply Chain projects as required
• Documents customer complaints into MCP’s Corrective Action process.
• Acts as a resource for colleagues with less experience

COLLABORATION WITH:

• Planning and Logistics to provide ship dates and order confirmations
• Sales and Marketing regarding new and existing customers
• Sales, R&D, and Marketing on sample inventory/fulfillment
• Accounting for invoicing and credits

REQUIRED QUALIFICATIONS:

• Minimum of 5 years’ experience in the Customer Service field; chemical industry preferred
• Experience in all Microsoft Office systems
• Experience working with an ERP system (JD Edwards preferred)

COMPETENCIES:

• Solid understanding of customer service best practices
•  Well-organized with attention to detail; ability to set priorities, multi-task, problem solving skills
•  Excellent communication skills, both internal and external, written and verbal
• Ability to work effectively in a high volume, fast paced environment
• Ability to make decisions within company policies/programs

PHYSICAL REQUIREMENTS:

• Must be able to work at a desk for long periods
• Work with computer, laptop and desktop
• Work onsite in an office environment

TRAVEL:

• Minimal, between local facilities

REPORTS TO:

• Supply Chain Leader

Company Description

Mallard Creek Polymers is a chemical manufacturer, providing a broad range of styrene butadiene, styrene acrylic and acrylic emulsion polymers to our customers. Our business philosophy is to provide our customers with customized solutions, flexibility, and complete satisfaction. Customer care, new product development, and flexible manufacturing are key areas of focus.. With a 60-year legacy in emulsion polymer manufacturing, we stand recognized as a world-class manufacturer of specialty polymer latex emulsion products for applications in the construction, nonwovens, adhesives, textiles, printing and packaging, paints and coatings, and paper industries. We seek to attract, retain, and inspire people who want to make a clear, personal impact on the success of the Company. We do so through a commitment to employee empowerment, individual accountability, collective success, and competitive compensation.