Manufacturing Customer Service Representative

Ethox Chemicals is looking for an experienced Manufacturing Customer Service Representative who brings both customer care expertise and logistics knowledge. The CSR will serve as a key link between our customers, sales team, and logistics operations. This role combines order management, documentation accuracy, and domestic and international shipping coordination to deliver an exceptional customer experience from order entry to final shipment. 

Duties and Responsibilities:

• Receive customer POs via email, customer portal, phone, etc., and enter data into ERP, ensuring accuracy and compliance with standard operating procedures (SOPs).
• Provide order confirmations and respond to customer requests for order changes (quantity, date, product, etc.) in a timely manner.
• Process and enter requests from sales team and customers including document requests,  SDSs, spec sheets, COAs, etc.
• Support sales department by providing information on order status, sample requests, and other related topics.
• Work closely with the shipping department to confirm accurate shipping terms and carrier information to assure customer delivery requirements are met while also communicating any issues, delays, or discrepancies to the customer and other appropriate person(s).
• Support Ethox outbound logistics process by arranging and providing needed information for carrier bookings and communicating details to the appropriate internal department(s) and customer.
• Work as backup to the Logistics Coordinator.
• Handle various day-to-day customer support activities as needed.
• Provide backup coverage within the service team through cross training.
• Perform other related duties as assigned.

 Qualifications and Experience: 

• Associate or bachelor’s degree in business, communications, or related field preferred.
• Minimum of 3 years’ experience in a customer service or sales support role in a manufacturing environment, or 5-7 years’ experience in a non-manufacturing customer service or sales support role required.
• Proficient in data entry and working knowledge of ERP software, preferably Datacor (formerly Chempax)
• Experience communicating with logistic carrier companies and use of routing forms for domestic & international shipments.
• Working knowledge of export paperwork (USMCA/COO, SLI/SED, packing declaration, booking confirmation) and domestic paperwork (BOL/COA).
• Proficient in Microsoft Office products (Outlook, PowerPoint, Word, Excel, Teams) and Adobe Acrobat
• Excellent written and verbal communication skills.
• Ability to successfully interface with customers, vendors, employees, and the community.
• Ability to utilize conflict resolution skills to manage and resolve internal conflicts within the service team as well as professionally address customer issues and complaints.
• Strong attention to detail, ability to follow complex requests, manage multiple tasks simultaneously while meeting deadlines.
• Regular and reliable attendance. Required to be on-site.

 Physical Requirements: 

Physical ability to perform the essential job functions of the position, which includes prolonged periods of sitting at a desk and working on a computer performing repetitive hand movement and fine coordination, occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull up to 30 pounds, and manage moderate levels of stress.