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Ellsworth Adhesives · 5 hours ago

Senior Customer Service Representative

Germantown, WI

Full-time

Onsite

Senior Level

5+ years exp

Ellsworth Adhesives is a global distributor of specialty chemicals and equipment, and they are seeking a Senior Customer Service Representative for their Specialty Chemical Distribution division. The role involves driving customer experience, processing requests, and resolving issues with a strong sense of urgency and accountability.

Manufacturing

Responsibilities

Processes incoming requests via chat, phone, web, Customer Relationship Management System (CRM), and Electronic Data Interchange (EDI) for orders, quotes, product inquiries, expedites, & Return Material Authorizations (RMA’s) proficiently without regular assistance

Works with internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit, in order to provide customer updates

Follows detailed contract review/customer requirements/audit guidelines on order entry

Executes customer sample requests and processes order updates and changes.Demonstrates subject matter expertise (SME) in many topics and be expected to contribute to training material/initiatives/topics or conduct training in the department

Acts as escalation point for junior level associates in the department

Handles complex customer inquiries/conflicts with no assistance

Demonstrates subject matter expertise (SME) in many topics and is expected to contribute to training material/initiatives/topics or conduct training in the department

Demonstrates an SME level in vendor, system and/or customer knowledge