JOB DESCRIPTION



Key Responsibilities

• Lead and mentor a team of customer service representatives, setting clear performance goals and providing regular feedback.
• Manage daily customer service operations, including order processing, inquiries, and issue resolution.
• Handle escalated customer complaints and complex problems with a focus on quick and effective solutions.
• Collaborate with other departments, including sales, operations, logistics, and quality control to ensure a seamless customer experience.
  
  
• Take ownership of customers' issues and follow problems through to resolution.
• Create effective customer service procedures, policies, protocols, and standards.
• Develop and maintain customer satisfaction goals and coordinate with the team to make sure those goals are being met.
• Track key performance metrics and report on team performance to senior management.

• Proven experience and leadership skills in a customer service, sales or supply chain role within the specialty chemicals/ingredients industry.
• Strong communication, interpersonal, and math skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in ERP software and order management systems.
• Strong working knowledge of International Commercial Terms and other freight/logistics terminology
• Proficient with multitasking and working across multiple departments in multiple locations.
• A passion for delivering high-quality customer experience.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able and willing to perform other duties or tasks as needed.

• $80,000.00+ DOE per year

• Benefits, upon satisfaction of applicable eligibility requirements, include but are not limited to medical, dental, vision, Employer paid life insurance, STD/LTD, vacation/sick days/parental leave, 401(k), employee stock purchase plan, and pension