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Customer Service Representative - Midland, MI

Company: Careerbuilder-US
Location: Midland
Posted on: January 13, 2021

Job Description:

Kelly Services is seeking candidates for a full time Customer Service Representative role with an industry leading, Fortune 500, global, chemical manufacturing company, in Midland, MI. The Customer Service Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero defect customer satisfaction. They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer. In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected they know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence. Primary Responsibilities: Perform Order Management Activities: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. Many CSR's manage customer inventory, using telemetry or other automated systems, with a high degree of accountability. Display Customer Advocate Leadership: Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all functions. Realizes and anticipates how events and trends are likely to affect the customer's future needs and satisfaction. CSR's meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives. Intimate with customer plans, objectives and demands, through customer visits, account team activities and interactions. Execute System and Technology Requirements: Execute complex work processes through multiple systems and technology including: SAP, Rail Fleet System, Elemica, Telemetry, and Document Control System as examples. The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing. High degree of systems knowledge and understanding is required. Problem Solver: Makes recommendations to leverage resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections leads conflict resolution and reaches win- win agreements. Uses knowledge of company and Business strategies to make decisions and take action that improve performance in their area of responsibility. Order Entry: Utilizing the ERP system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills. Accountability for Action: Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward. Critical Success Factors:* Exceeding customer expectations through successful customer relationships* Strong working knowledge of market dynamics and customers goals and objectives* Be proactive in order receipt and handling work process.* Create value through the optimization of freight, ability to prevent pre-buys, utilizing optimum ship points and package size as well as logistic improvements.* Forecasting customer order patterns* Comply with internal and external control requirementsRequired Qualifications:* A--minimum of a Bachelor's degree is required.* Proficiency using SAP and/or other related--technology and systems. Work process aptitude is critical to success.* Exceptional interpersonal skills with the ability to be versatile and flexible with team members, business partners and customers, while effectively influencing others and managing outcomes.* The ability to manage conflicting priorities, prioritizing both customer and company requirements while acting in a professional manner.* CSR must possess the confidence and ability to proactively address customer issues, business requirements and identify areas for improving profitability and 'making it easier to do business with company.'* Must have strong, mature teamwork skills and a desire to work within a team environment. Must be willing to share ownership of successful improvement methods and teach others for the benefit of the organizationA minimum requirement for this U.S. based position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including for any type of U.S. permanent residency (green card) process. Due to the high volume of responses anticipated, only qualified candidates will be contacted. This position is recruited for by a remote Kelly office, not your local Kelly branch. To be considered for this position, you must use the "submit your resume" button. If you have questions about the position, you may contact the recruiter listed below recruiting for this position by email. However, your resume must be received via the "submit your resume" button included within. Please contact recruiter Lindsay Pittwood--with questions, concerns, or email applications at linp836@kellyservices.com.Why Kelly--?As a worker today, it's up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what's next is what we're all about. We know what's going on in the evolving world of work-just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.About Kelly--At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world. Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

Keywords: Careerbuilder-US, Midland , Customer Service Representative - Midland, MI, Sales , Midland, Michigan

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