Customer Service Representative

Job Requirements

Why work for us?

Want to join a truly global company with over 60 manufacturing facilities around the world? Want to be part of a forward thinking, progressive organization that is growing at an extraordinary pace? Why not become part of an organization that truly cares about its commitment to its customers and its fellow colleagues?

We are a global leader in high-performance specialty fibers and inorganic materials used in high-temperature industrial, automotive and fire protection applications. We have nearly 80 years' experience in providing innovative solutions to our customers' application problems across several different business sectors. Our products are known universally for their quality and proven performance with names like Fiberfrax® ceramic fiber products, revolutionary low bio-persistent Insulfrax® and Isofrax®.

Our purpose, mission and values are based on our commitment to produce high quality products that help our customers save energy, reduce pollution and improve fire safety.

Unifrax has an exciting opportunity for a Customer Service Representative to join our Customer Service Center of Excellence team! If you have strong oral and written communication skills and enjoy building rapport and relationships, apply today!

The work hours for this role are Monday-Friday 8 AM to 5 PM ET. Customer Service Representatives are currently working from home due to COVID-19. Once our office has safely re-opened, this position will be expected to be based in the office at least 3 days a week.

Responsibilities:

• Review, process and maintain routine and expedited customer orders. Orders received via email, phone or fax. Coding of orders with product part numbers and verifying pricing details.
• Process stock transfer orders and credit card payments.
• Update customer account files with customer information & order processing instructions when necessary.
• Schedule and coordinate TL and LTL orders with internal shipping facility.
• Provide customer quotes for pricing and availability.
• Maintain a high level of customer service as reflected by a low number of customer complaints.
• Work closely with Production Control, Purchasing, and Shipping to ensure our customers' needs are being met.
• Identify and resolve discrepancies with customers and plants by using the Inventory Confirmation Database and Corrective Action Request Database.
• Enter various requests on behalf of customer or Sales Engineer including but not limited to credit requests, debit request, new part number requests, and corrective action requests.
• Report review and maintenance (i.e. backlog report & allocation reports)
• Assist the Order and Systems Clerks as needed.
• Will also need to apply a basic knowledge of Canada and Mexican customs and regulation knowledge to the customer order processes.
• Will need to have basic knowledge of export order processing including ocean and air export shipment regulations and familiarity with NAFTA and other free trade agreements

Qualifications:

• High School Diploma required. Associate's or Bachelor's degree in relevant field preferred
• A minimum of 2-5 years of customer service experience in an office setting is required. Manufacturing company experience preferred
• Preferred working knowledge of US trade compliance including import and export compliance, ITAR, NAFTA, Other free trade agreements, Made in the USA rules, Harmonized tariff rules
• Must have excellent organizational and communication skills and strong detail orientation
• Capable of handling multiple priorities and adapting to change with ease
• Willing to take on additional tasks and work effectively on a team
• Proficiency in Microsoft Word and Excel required
• Experience with Canada and Mexico customs and regulations preferred
• Ability to rotate with other CSR's to provide holiday coverage

If you are interested in being part of a world class Customer Support function here at Alkegen then we would love to hear from you.

Alkegen is committed to cultivating and preserving a culture of inclusion throughout the organization. We recognize that we can learn better together with a diverse team of employees and that our individual differences, experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation.

Employment selection and related decisions are made without regard to sex, race, ethnicity, nation of origin, religion, color, gender identity and expression, age, disability, education, opinions, culture, languages spoken, veteran's status, or any other protected class.