Customer Service Representative

Company name: Washington Mills
Position type: Full-Time, Salaried
Location: Tonawanda, NY

Ask Yourself This…

Are you detail-oriented and love the challenge of coordinating multiple channels of communication in order to deliver the best customer service? Do you like manufacturing and would you enjoy working for a U.S manufacturer that manufactures essential raw materials for the abrasive and refractory industry (think grinding wheels and sandpaper)? Do you enjoy a job with responsibility and find enjoyment in juggling orders, lead times, customer questions, inventory and logistics? Do you like developing external relationships as much as you enjoy working with a small and focused and experienced team of co-workers? Does getting the answers for customers and communicating with them frequently (being the go-to-person for customer communication) interest you? If yes, then keep reading.

Who We Are

Washington Mills is built on values that matter. Founded more than 150 years ago, we have earned our reputation as one of the world’s most trusted and reliable producers of abrasive, ceramic and refractory grains and powders. Serving thousands of customers and offering the broadest selection of abrasive grain and specialty electro-fused minerals in the market today, we constantly pursue growth in our products, our approach, and our people. Our founding principles of honesty, integrity and reliability still guide our business today, and we are a proud community of hands-on problem solvers, committed to shaping the materials applications of the future. With global distribution and sites located throughout North American and Europe, Washington Mills opens the door to a world of opportunity, creativity, and challenge.

What You’ll Do

The Customer Service Representative is the primary interface between our customers and our manufacturing plants. With a keen eye to details and an urgency to work swiftly for the benefit of the customers, the Customer Service Representative will handle all processes and communications related to customer orders (order entry, billing, shipping, returns, credits, debits, complaints). This person will have close interaction with the plant, shipping and production managers as well as salespeople to schedule and manage orders. This position reports directly to the Plant Manager with accountability in a matrixed role to Sales. This position works in a small office environment and is part of a bigger company.

• Enter orders into ERP system accurately
• Create Bills of Lading and export documentation for shipments
• Print labels, prepare loads for shipment
• Communicate with production and sales to fill customer orders and maintain effective lines of communication
• Customer Invoice and Billing
• Pro-actively manage customer orders and spot opportunities to up-sell as well as steer orders based on plant scheduling
• Maintain continual communication with customers via phone and email, taking orders, updating order status
• Answer the phone and route calls appropriately
• Track and report on customer complaints
• Work in a team environment, as a team player, to complete the work required to provide the customer with exceptional service
• Run and read inventory reports
• Assist shipping manager when needed
• Perform administrative work for Plant Manager in Environmental Health & Safety functions
• Attend monthly safety meetings
• Track and file monthly safety audits, LMS training and toolbox talks

A Little About You

• You are happiest when you can delight your customers
• You double-check your work because that is who you are
• You have experience working in an ERP system
• You have a calm, upbeat and steady demeanor
• You are not deterred by challenges
• You are organized
• You have excellent phone presence
• You are a good communicator and a great listener
• You are not afraid of the phone and like talking to customers
• You are a cheerful, people-oriented person with a business-like and helpful manner
• You can work in a fast-paced environment and are motivated to help out wherever it is needed

Non-Negotiables

To be successful in this position, you must:

• Be able to work Monday-Friday, 40 hours per week, in an office environment
• Be comfortable using Office 365 products
• Have experience using an ERP & CRM

Compensation

We proudly offer competitive compensation and benefits packages, including:

• Pay commensurate with experience
• Heavily subsidized medical and dental plans
• 401(k) with employer match and discretionary employer contribution
• Company-paid life insurance
• Immediate paid vacation and generous holiday time
• Family-friendly sick and personal leave policies
• Opportunities for career development

Washington Mills is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

PLEASE READ CAREFULLY BY SUBMITTING THIS APPLICATION YOU ACKNOWLEDGE THAT YOU UNDERSTAND AND ACCEPT THIS INFORMATION.

I certify that the information on this application and its supporting documents is accurate and complete. I understand and agree that failure to fully complete the form, or misrepresentation or omission of facts, represents grounds for elimination from consideration for employment, or termination after employment if discovered at a later date.

I authorize Washington Mills to investigate, without liability, all statements contained in this application and supporting materials.

I authorize references and former employers, without liability, to make full response to any inquiries in connection with this application for employment.

If requested, I agree to submit to a physical exam, criminal and credit background investigation, and/or screening for illegal substances upon conditional offer of employment.

I understand that this document is NOT an offer of employment, and that an offer of employment, if tendered, does NOT constitute a contract for continued guaranteed employment. I understand that employees of Washington Mills who work at union facilities and are obligated to join the union as a result of the position they are applying for, serve pursuant to the terms of the applicable contract and the employment relationship may be terminated at any time by you, for any or no reason, and the Company may terminate you pursuant to the applicable contract but in no event for a reason prohibited by law.

If employed, I will be required to furnish proof of eligibility to work in the United States, and any other information required to be provided to employer by law or for benefit eligibility, and to comply with Company and departmental policies, practices, rules, and regulations.

I understand that if employed on a temporary basis, I would be paid for hours worked only, and would be ineligible for benefits including paid time off. I understand that any benefits I receive outside any applicable contract may be subject to change or discontinuation at any time without prior notice.

I understand that if offered employment, I will be required to complete a Form I-9 and that the Company reserves the right to terminate my employment if said information is processed through E-Verify and I am unable to resolve any discrepancies in my information with the Social Security Administration, the Department of Homeland Security, or any other applicable government agency.

Job Type: Full-time

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