Note: The job is a remote job and is open to candidates in USA. SMC Global is a special materials company. The Customer Service Representative serves as a key contact for customers and internal teams, managing the order lifecycle from entry through shipment and invoicing while coordinating with cross-functional partners. The role also resolves customer issues, maintains accurate order information, and supports process improvement.
Responsibilities
- Serve as the primary contact for customer orders, inquiries, and issue resolution
- Enter, track, and manage customer orders in Chempax, ensuring accuracy from order receipt through delivery
- Review purchase orders for pricing, quantities, delivery requirements, shipping instructions, and customer-specific requirements
- Partner with Sales and cross-functional teams to coordinate order fulfillment, shipment scheduling, product availability, and delivery requirements
- Proactively communicate order status, availability, delivery timelines, and changes to customers and Sales
- Investigate and resolve order discrepancies, pricing questions, shipment issues, product concerns, and customer complaints
- Maintain accurate customer, pricing, shipping, and order information in company systems
- Communicate customer demand and order changes to support planning and inventory needs
- Build strong, professional customer relationships through responsive and reliable service
- Identify opportunities for process improvement and provide backup support to the broader Customer Service team
Skills
- 2+ years of experience in customer service, order management, or supply chain; experience in the chemical or manufacturing industry strongly preferred
- Strong written and verbal communication skills
- Experience with Microsoft Office; familiarity with ERP systems such as SAP, Oracle, JD Edwards, Chempax, or similar preferred
- Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment
- A proactive, customer-focused approach to problem solving, with strong follow-through and cross-functional collaboration skills
- Ability to work during core business hours aligned with Eastern Time (ET)
- Associate or Bachelor's degree in Business, Supply Chain, or a related field preferred
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