Customer Relations Coordinator II

POSITION TITLE:

Customer Relations Coordinator II

DEPARTMENT:

Customer Relations

PLANT/LOCATION:

Commerce City

OVERVIEW OF POSITION:

Coordinates all aspects of the MicroCare customer experience regarding products, packaging, shipping regulations, pricing, credit terms and order status; while providing support to domestic and international Outside Sales teams with reporting, quoting and other needs.  

POSITION RELATIONSHIPS:

Customers, Sales, Manufacturing, Finance, Shipping

REPORTS TO:

Customer Relations Manager

FLSA CATEGORY:

Exempt

PAY STATUS:

salary

RESPONSIBILITIES:

1. Provide customer service functions on inquiries for all product platforms.
2. Work within Chempax (ERP) to prepare and process sales quotes and orders and enter and update customer contact information. Pull information from Chempax and load into Excel.
3. Enter, update and correct orders in Chempax. Manage long-term blanket orders using Chempax information.
4. Confirm order pricing and quantity accuracy and obtain customer confirmation/clarification on any inaccuracies, if required. Add no-charge samples and sales materials to orders and confirm mode of shipping.
5. Monitor completion status of Supplier Surveys & Certifications.
6. Communicate customer needs to manufacturing to ensure inventory levels are adequate.
7. Coordinate information between Sales, Manufacturing, Quality and Shipping as required. 
8. Prepare shipping documents for review and authorized signature(s) to ensure order is shipped in a timely manner.
9. Manage special pricing for select accounts and ensure customer specific processes are documented. 
10. Partner with and support Sales on requests for contact information, product data, sample requests etc.. in a timely manner.
11. Monitor assigned customer buying patterns and provide Sales with suggestions to improve efficiency and communicate issues.
12. Provide feedback through the Quality Incident Reporting system on product failures reported from the field to Quality Control Inspector.
13. Manage consignment accounts and customer owned inventory.
14. Assist A/R department with tracking and resolution of outstanding invoices.
15. Promote an incident free workplace by complying with safety policies and procedures and participate in company safety trainings.
16. Performs other related duties as required and assigned.

COMPETENCIES/EXPERIENCE:

• Ability to listen attentively to consumer questions and provide answers that are knowledgeable and insightful to encourage product sale 
• Ability to maintain an organized workspace and properly file documents, updates, and product information so it is readily accessible for reference and to answer questions 
• Possess an excellent customer service mindset, skills, and experience
• Self-directed and motivated, with ability to manage priorities
• Being open to learning MicroCare products to resolve more complex inquiries 

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The job requirements below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• High School degree and five + years of Customer Service Experience
• Advanced Excel and strong working knowledge of Microsoft Suite- Word, PowerPoint
• One year of using an ERP system
• Possess strong problem-solving and decision-making skills
• Excellent verbal and written communication skills, strong mathematical abilities
• Strong collaboration skills, ability to work with different internal departments and external customers
• Ability to respond to changing situations in a flexible manner to meet current needs, reprioritizing work as required

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

PREFERRED QUALIFICATIONS:

• Previous experience in a manufacturing (chemical) environment
• Bilingual Spanish
• Knowledge of ISO 9001
• Secondary education: Associates or Bachelor’s degree
• Previous Chempax ERP experience
• Manufacturing environment, ideally Chemical manufacturing
• DOT, IMDG and IATA knowledge

PHYSICAL/ENVIRONMENTAL QUALIFICATIONS:

• Continuous sitting
• Continuous keyboard use/repetitive hand motion

Manager Approval:

Date:

Associate Approval to Confirm Receipt:

Date:

HR Approval:

Last Revision Date: