Job Description

JOB DESCRIPTION

· Promote creativity and innovation by regularly providing feedback on the efficiency of the customer service process and procedures, and sharing improvement ideas

· Support healthy workplace environment

· Process customer orders quickly and carefully, verifying customer accounts, ship to locations, routing and processing instructions (etc.), to ensure order accuracy

· Answer inbound telephone calls using warm, customer friendly tone while providing accurate information and assistance

· Promptly process customer requests for Proof of Deliveries, Invoice Copies, Certificates of Analysis, Safety Data Sheets, etc.

· Collaborate with team members and internal departments in polite, respectful manner to achieve service level goals and resolve customer issues, remaining focused on exceeding customer expectations

· Maintain paperwork files and store electronic copies of orders and documents

· Perform data maintenance activities for customer accounts and orders

· Record and respond to customer issues/complaints in a timely manner, employing problem solving skills to provide best win-win customer resolution to increase overall customer satisfaction

· Use RICCA Chemical’s Quality Management system to record customer non-technical complaints

· Process customer return request in accordance with RICCA Chemical Company Return Policy (RMA’s)

· Process damage claims forms with the various transportation carriers as needed

· Communicate expedited rush orders to appropriate internal teams to ensure quality and on-time delivery of product

· Record credit card information using guidelines to protect customer information

· Perform other duties and task as assigned

Company Description

Headquartered in Pantego, TX, RICCA CHEMICAL COMPANY is the leading US manufacturer of analytical testing solutions. Built on the commitment to consistently deliver exceptional quality backed with superior service, we offer the largest product offering of ready-to-use analytical solutions and extensive custom manufacturing capabilities. Ricca Chemical Company has been a manufacturer of chemicals and chemical solutions since 1975. Ricca values respect, integrity, accountability, commitment, and putting our customers first.