Job Description

VECKRIDGE CHEMICAL CUSTOMER SUPPORT ASSOCIATE

Veckridge Chemical, an ICIS Top 100 Chemical Distributor in North America, is currently seeking to add to its customer engagement team.

REPORTS TO

Customer Service Director

DEPARTMENT

Customer Service

SUMMARY OF POSITION

As part of the Customer Engagement team, the employee will report to the Customer Service Director and ensure best in class service for our customers, as well as, working closely with management, sales and supply chain. The Customer Service Associate will be the primary point of contact for Veckridge customers and work as a clearinghouse of information and also as the voice of the customer internally.

DUTIES & RESPONSIBILITIES

• Timely guiding and processing of customer's sales orders placed via phone, email, or otherwise
• Communicate updates and order changes to the customers
• As a team, the Customer Support Group is responsible for inbound calls to the business
• Build trust with customers through open and interactive communication
• Communicate order and shipment statuses to customers proactively
• Refer customers complaints to the company internal improvement program
• Manage customer's expectations
• Self-service information where possible to solve customer problems without interfering in the processes of other departments
• Review new and existing accounts for completeness, including ship tos, contacts, preferences, etc
• Input new account information
• Manage the shared "Orders" inbox to Inbox 0
• Arrange freight pickup on behalf of customers

OTHER DUTIES & RESPONSIBILITIES

• Ensure supply chain is aware of customer back orders
• Periodic account review
• Track down information as needed to answer customer's questions completely and accurately
• Train customers on how to use the customer portal

QUALIFICATIONS

• College degree preferred
• Must have familiarity with Microsoft Office and its software
• Must have experience working with computer systems, ERPs and order management systems preferred

EXPERIENCE

• 2-5 years of customer service experience in a B2B environment preferred, but not required

SKILLS

• A friendly demeanor and customer first attitude
• Familiarity with Outlook, Microsoft Teams, Excel, etc, a plus
• Excellent phone and written etiquette

LOCATION

• Hybrid - 60 Central Ave; Kearny, NJ 07032 and remote. Specifics to be determined

TRAVEL REQUIREMENTS

• Travel is not required, but occasional and wholly optional travel opportunities may come up from time to time

TYPE OF EMPLOYMENT

• Full time at will employment

DISCLAIMER

This job description is a summary of typical functions of the position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of this position might differ from those outlined in the job description and that other duties, as assigned, might the part of the job to meet business or organization needs.