Customer Service Representative

Job Summary

The Customer Service Representative is the interface between external customers and internal SKGCA Functional Partners (Sales & Marketing Team, Logistics Team, Product Management Team, Finance Team, Technical Team) to deliver exceptional service to our customers and help the Sales & Marketing team drive sales growth.  

Description of duties and responsibilities

• Provide solutions to customers, manage Customer Service-related operations, and collaborate with Functional Partners (Sales & Marketing Team, Logistics Team, Product Management Team, Finance Team, Technical Team).
• Manage customer orders by using the Customer Service work process. This includes validating pricing on sales orders, payment terms, timely order confirmation, credit balances, etc.
• Maintain a thorough knowledge of products that we market and sell, and SKGCA’s service offerings.
• Strengthen customer intimacy by developing solid relationships, understanding customer needs, and gathering market intelligence.
• Contribute to, and lead, internal SKGCA projects around Customer Service process improvements.
• Sales Order entry for customers, mainly across North America, and Central and South America. Occasionally, manage the sales order entry process for customer orders in Europe, Asia, and internal SK entities. 
• Close communication with customers and SKGCA Functional Partners on order status and estimated delivery times.
• Process orders for customer samples.
• Coordinate with the Sales & Marketing team on activities involving Sales Forecasts and Sales Order reports.
• Export operations and documentation for both maritime and air processes, operating in close collaboration with the SKGCA Logistics Team, and external Freight Forwarders.
• First point of contact for the customer when requesting documentation (Datasheets, ISO documentation, etc).
• Record and manage sales returns and sales adjustments (credit/debit note requests).
• Create new customer master data and maintain updated customer information (sold-to codes, ship-to codes, partner codes, routes).
• Process credit line requests for approval and set up.

Education, Experience, and other Requirements

• Associate’s degree required; Bachelor’s degree preferred.
• At least 2-4 years’ experience in a raw material Customer Service or Logistics role. Chemical or food safety industry preferred.  
• Experience with SAP preferred.

Competencies

• Proficiency with ERP Systems (SAP) and Microsoft Office (Excel, Word).
• Strong aptitude for data management and working with numbers.
• Understanding of logistics and inventories.
• Ability to take ownership, sense of urgency to customer needs, attention to detail, and a drive to problem-solve.
• Excellent customer relationship skills and a strong aptitude for teamwork and collaboration.
• Communicate proactively with customers, SKGCA’s Customer Service Team Leader, and SKGCA Functional Partners.
• Strong multi-tasking skills and ability to handle multiple priorities.
• Ability to build alignment with SKGCA Functional Partners and external customer contact personnel.
• Strong aptitude to develop new skills and competencies required for the job role and beyond.
• Consistent positive attitude that adds to our effectiveness and positive culture.

Work Authorization:

Candidates for regular U.S. positions must be a U.S. citizen or national, or an alien admitted as permanent resident, refugee, asylee, or temporary resident under 8 U.S.C. 1160(a) or 1255(a)(1). Individuals with temporary visas (such as E, F-1, H-1, H-2, L, B, J, or TN) or who need sponsorship for work authorization now or in the future are not eligible for hire.

Equal Employment Opportunity Statement

SK GC Americas Inc. is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state, and local laws.

ADA & Accommodation Notice

The duties listed above are intended to describe the general nature and level of work required for this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

This job description identifies essential functions under the Americans with Disabilities Act (ADA). These functions are fundamental to the role and require on-site performance. Requests for reasonable accommodation will be considered in accordance with applicable law; however, due to the nature of the essential functions, remote work may not be a reasonable accommodation for this position.