Essential Job Functions
- Align with and embrace Smooth-On’s 4 Pillars: Civility, Accuracy, Safety and Productivity;
- Willing to work with others in team;
- Provide professional, accurate, and timely support to customers through phone, email, chat, and ERP-supported communication tools;
- Process orders, credits, account updates, inquiries, and follow-ups accurately in the ERP system and related customer service platforms;
- Research order history, pricing, inventory, billing, shipping status, and customer account details to resolve issues before escalating;
- Handle difficult customer conversations with confidence, professionalism, and accountability while protecting the customer relationship;
- Identify root causes, coordinate with sales, shipping, production, billing, and management, and follow through until resolution;
- Maintain accurate customer records, account notes, order commitments, and follow-up actions;
- Monitor account trends, urgent customer needs, recurring issues, and service risks; communicate concerns and recommended actions to the appropriate parties;
- Support billing, ECOMM, Amazon, exports, online order systems, acquisitions, customer onboarding, backup coverage, reporting, and process improvements as needed.
- Complete job tasks efficiently, timely and accurately according to SOPs (Standard Operating Procedures), job aids and based on job function;
- Seek guidance from a Team Leader or Manager before performing an unfamiliar task or assignment;
- Practice civility in all aspects of your job by listening, hearing and working together with co-workers, vendors and managers and by resolving issues respectfully and professionally in a civil manner;
- Continually practice safety procedures and policies to protect yourself, others and company owned property;
- Comply with company rules, policies and procedures;
- Maintain work area (e.g., materials, stock areas, desks, floors, shelves, counters, etc.) in a safe, clean, organized, and efficient manner;
- Work overtime as necessary;
- Demonstrate reliable attendance, limited lateness or call outs;
- Must have reliable transportation to and from work;
- Willingness to learn other jobs;
- All other duties as assigned.
Knowledge, Skills and Abilities
- Advanced customer service skills with experience supporting complex accounts, urgent requests, and high-pressure customer situations;
- Strong ERP/order management system experience, including accurate entry, research, correction, and interpretation of customer, order, billing, inventory, and shipping data;
- Excellent problem-solving skills with the ability to investigate issues, identify root causes, recommend solutions, and follow through independently;
- Strong written and verbal communication skills, including the ability to de-escalate difficult conversations professionally;
- High attention to detail, accuracy, urgency, follow-through, and accountability;
- Ability to prioritize competing demands, make sound decisions, and work effectively with cross-functional teams;
- Comfortable working with reports, metrics, order status information, customer trends, and process documentation;
- Ability to speak Spanish preferred.
Experience and Education
- Bachelor’s Degree preferred; equivalent directly relevant experience may be considered; and,
- Minimum of 5 years’ progressive customer service experience in a B2B, manufacturing, distribution, technical product, or order management environment; and,
- Hands-on ERP experience required; SAP, SAP S/4HANA, or comparable ERP/order management experience strongly preferred; and,
- Proven ability to resolve escalated customer issues, manage difficult conversations, research discrepancies, and coordinate cross-functional solutions; or,
- Equivalent combination of education and experience.