Customer Service Representative

TITLE: Customer Service Representative

REPORTS TO: Customer Service Manager

LOCATION: Plant Facility

Document Date: 02/08/2018

Job Purpose Summary:

• This position is primarily responsible for providing effective customer service for all internal and external Sugaright Refining Services customers. This position will require excellent, in-depth knowledge of the company products and customers’ product needs, both what and when, and will require the ability to maintain strong and continuous communication with customers’ representatives and appropriate Sugaright plant and management staff.

Essential Responsibilities:

• Provide timely and accurate information regarding customer delivery status to customers and plant management staff.
• Work closely with the Inventory staff and Plant Management and Supervision to ensure all orders on a constantly changing schedule are met.
• Maintain accurate and timely schedules to ensure production needs and customer needs are met.   
• Provide accurate and timely data to other company management as requested. 
• Create all required paperwork and forms for product deliveries to customers. 
• Provide timely feedback to company management regarding service failures or customer concerns.
• Strive to meet and exceed each customer’s service expectations.
• Perform other duties as assigned
• If Customer Service Representative is not available, then the Customer Service Manager will be the backup.

Supervisory Responsibilities:                 

• This job has no direct supervisory responsibilities.

Education and/or Experience:                  

• High School diploma or equivalent required, some college coursework desired.
• Minimum three years in Customer Service role, ideally with Shipping/Bills of Lading experience.

Language Skills:               

• English fluency required. Bi-lingual Spanish fluency could be helpful. Ability to read and write reports and business correspondence required. Excellent communication skills, both verbal and written required. Ability to effectively gather and present information and respond to questions from groups of managers, employees, and customers is also required.

Materials and Equipment Directly Used:

• Office machinery including: computers, printers, fax machines, copiers, etc.
• Microsoft Office Suite, and specifically Excel, PowerPoint and Access.

Physical Demands/Working Environment:

• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

• Ability to work in dusty, wet, hot or cold environments for extended periods of time
• Requires prolonged sitting and standing, bending, stooping and climbing
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and laboratory equipment
• Requires normal range of hearing and vision (including colors) to record, prepare and communicate appropriate reports 
• Requires lifting up to 25 pounds. Requires exposure to machines, chemicals and solvents

Work Environment:

• Must understand vague and implicit instructions and react favorably in all work situations.
• Must be mentally adaptable and flexible in dealing with a variety of people.
• Emotional stability and personal maturity are important attributes in this position.
• Must be able to resolve problems, handle conflict and make decisions under pressure.
• Ability to give, to receive, and analyze information, formulate work plans and prepare written materials and articulate goals and action plans.
• Must understand people and be able to communicate effectively.
• Ability to do basic and advanced math calculations, input data into a computer and analyze data is required.