Senior Customer Service Representative

What do a cell phone in your pocket, a spaceship, and an electric vehicle have in common?

Ellsworth Adhesives specs in materials for each of those products!

Ellsworth Corporation, a global, industry-leading distributor of specialty chemicals and equipment and an adhesive manufacturer, currently has a Sr. Customer Service Representative opportunity for our Specialty Chemical Distribution division at Ellsworth Adhesives. The right talent would be open to working on-site in Germantown, WI. Are you a problem solver who has a strong attention to detail when it comes to contract review? If so, this is the role for you!

You will drive the customer experience.  Process incoming transactional customer requests with a strong sense of urgency/accountability.  Independently resolve customer issues using advanced product knowledge and cross-department collaboration.  Execute department support of specialized processes.

• →Processes incoming requests via chat, phone, web, Customer Relationship Management System (CRM), and Electronic Data Interchange (EDI) for orders, quotes, product inquiries, expedites, & Return Material Authorizations (RMA’s) proficiently without regular assistance.
• →Works with internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit, in order to provide customer updates.
• →Follows detailed contract review/customer requirements/audit guidelines on order entry.
• →Executes customer sample requests and processes order updates and changes.Demonstrates subject matter expertise (SME) in many topics and be expected to contribute to training material/initiatives/topics or conduct training in the department.  
• →Acts as escalation point for junior level associates in the department. 
• →Handles complex customer inquiries/conflicts with no assistance. 
• →Demonstrates subject matter expertise (SME) in many topics and is expected to contribute to training material/initiatives/topics or conduct training in the department.  
• →Demonstrates an SME level in vendor, system and/or customer knowledge. 

• 5+ years of professional customer service experience.
• High School diploma or equivalency required. Associate’s degree preferred.
• Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minute.
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems.
• Strong attention to detail, as well as polished communication/interpersonal skills, and strong organizational skills
• Autonomously takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

#SCD #CustomerService