Sr. Customer Service Representative

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Job ID#: 35994

Sr. Customer Service Representative
Needed ASAP!
Great Galleria location with potential for hybrid schedule
To $30 hourly
Indefinite Contract role with potential for hire
Get your application in today!

Provides high quality customer service to large and strategic global chemical customers. This senior role trains newer team members and proactively seeks opportunities for continuous improvement.

DUTIES AND RESPONSIBILITIES

• Work under the direction of the Team Lead and Supervisor but operate independently on a day-to-day basis to execute customer purchase orders and resolve issues that arise.
• Lead CSR Operations activities for assigned large and strategic global customers.
• Ensure orders are accurately processed in a timely manner and product delivery is completed on time. Perform root cause analysis on failures with appropriate escalation in order to correct the situation and to avoid issues in the future.
• Provide high quality customer interactions across multiple channels, and proactively communicate information relative to customer needs.
• Partner with Sales Support and Sales to respond to customer inquiries, confirm forecasts, and maintain customer master data and profiles.
• Liaise cross-functionally and with third party vendors to confirm product availability, schedules, shipment status, credit status, and other activities critical to on-time and low-cost shipment and delivery.
• Manage all documentation on export and domestic orders.
• Manage emergency shipments to meet customer needs.
• Review customer credit status with credit analyst to prevent shipments to customers who are credit risks.
• Proactively monitor the movement of shipments by rail, truck, ocean, and air, and provide updates or reports to meet customer and internal needs.
• Participate in and sometimes lead customer complaint investigation and resolution. 
• Contribute to development and improvement of work processes and procedures that support the company and departmental standards, procedures, and strategic directives.
• Ensure all departmental processes are followed and escalate to Team Lead when appropriate.
• Participate in and independently lead projects that are important to area/process improvements.
• Train new CSR Operations team members, and act in a support/advisory capacity to less experienced team members.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s Degree preferred, with minimum 5+ years of customer service experience with responsibility for freight.
• Must be detail oriented, able to work in a pressured environment with rigid deadlines, and be willing to work overtime when required. 
• Proficient in SAP, Excel, PowerPoint, Word, and familiar with Salesforce, SAP, and CRM systems.

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