Customer Service

Job Description: 

To provide high quality customer service by utilizing in-depth knowledge of company products and procedures, while communicating effectively with customers, the sales team, team members within the customer service department and others throughout the company.  The Company may, from time to time, change the nature of the job responsibilities.

Job Responsibilities: 

The Account Representative is directly responsible for overseeing customer orders from entry to shipment as well as assisting account managers with pricing, order updates, new lead follow up, and day to day operational functions.

Duties and Day-to-Day Responsibilities:

• Enter and maintain purchase order requests submitted by our customers.


• Coordinate and Communicate order confirmations to customers including product, price, ship to, bill to, and delivery date.


• Work directly with assigned sales staff, purchasing team, regulatory/documentation department, and formulators to complete customer requests in a timely manner.


• Provide consistent status updates and maintain customer satisfaction through meeting requested deadlines.


• Assist other account representatives with tasks and training when needed.


• Review open order report daily to confirm orders are on track to meet delivery dates.


• Monitor inventory levels of finished goods to ensure safety stock requirements are maintained


• Maintain customer service quality and review existing procedures with Manager to foster continuous improvement where necessary.


• Prepares customized reports according to the needs of the customer & assigned account manager to promote customer satisfaction and meet customer expectations.


• Communicate with various internal departments including Production, Purchasing and Quality to ensure customer delivery dates are being met.


• Creates product price sheets based on the product, price, and quantity to be submitted to the sales team member.


• Follow up on new leads and developmental accounts.


• Demonstrates a positive & professional attitude when communicating with customers and peers.


• Other duties as required.

Minimum Training, Education and Experience Requirements:

• Bachelor’s degree and/or 3-5 years of customer service experience.


• Customer service/Call center or accounting experience desired.


• Provide leadership and be able to operate under pressure in order to meet tight deadlines.


• Excellent Excel, Word, Access and Outlook skills.


• Necessary characteristics include being a self-starter, goal-oriented, attention to detail, team-oriented, ability to have positive interactions with other professionals without being critical and ability to multi-task.


• Excellent communication, technical writing, decision-making and people skills.

Key Performance Metrics:

Held accountable to the following metrics (not all inclusive) as it relates to the operational area assigned.  Additional metrics may be assigned

• OTIF (On Time in Full)


• Order Entry Accuracy


• Order Entry processing time


• Account Coverage


• Customer Satisfaction

Behavior Competencies:                                             

To perform the job successfully, the individual must demonstrate the following competencies:

• Set Vision and Strategy – Articulates a vision of the future. Consider the organization’s mission, strategy, strengths and weaknesses when making decisions. Translates the business vision and strategy into actionable work plans and goals.  Aligns   individual strategy to organizational strategy.  Communicates a consistent message of the vision of employees.


• Build the Organization and Inspire People – Creates an entrepreneurial environment. Maintains high energy and a positive attitude in challenging situations.  Motivates employees and builds a team spirit.  Serves as a role model for others.  Supports an ethical work environment. Works well in team environments.


• Encourage an Open Environment and Knowledge Sharing – Provides honest, accurate feedback to subordinates and peers, whether positive or negative. Openly shares relevant information.  Encourages the expression of different points of view.  Promotes an environment of knowledge sharing.

Work Environment:     

• Office, laboratory, and manufacturing environment.


• Ability to manage a fast-paced operation that can run 24/7 and that includes a dedicated group of Quality minded professionals


• Travel to Crowley location may be required,