Customer Service Representative-Contact Center-Hybrid!

BYK Additives & Instruments is one of the world’s leading suppliers in the field of additives and measuring instruments. Around the world, the additives of BYK ensure that coatings and plastics precisely obtain the desired properties and the correct quality.

We’re looking for a highly motivated, experienced Customer Service Representative to join our team!

• Excellent Medical, Dental, and Vision Benefit plans eligible to enroll within 30 days of hire!
• Annual Merit increases, Bonuses, and 401K Discretionary company match up to 5%!
• Opportunity for advancement and training opportunities for all employees!

Goal of the Role: To communicate information and take care of requests for sample orders, sales orders, and other literature. These requests may come from customers, salespeople, agents or distributors. The position exists to service existing customers and generates new business through customer sampling.

Key Capabilities: Duties And Responsibilities:

Order Management:

• Enters Sales or/and Sample Orders in a timely and accurate manner. Actively reviews assigned accounts for the following: product availability, suggestions for comparable products if in a backorder situation, inventory status, shipping information or any other customer request.

Product Knowledge:

• Able to assist customers with inquiry regarding products and/or use of products. Able to work with internal channels with regards to new products, and/or maintain current products.

Communication:

• Able to properly answer phone calls, emails and/or other forms of communication from the customer. Distribution of customer communications, sample letters, certificates of analysis, MSDSs, literature, and call reports. In addition to keeping proactive communication with internal departments including but not limited to Finance, Sales, and Operations.

Shipping:

• Collaborates with the shipping teams to make sure the product ships on time, with the proper incoterms. This includes processing Export documents for International customers. Must successfully complete appropriate D.O.T. Awareness and Shipping Paper training

Record Keeping:

• Maintains all customers’ files and correspondence. Provide the necessary order reports when requested.

Quality and Safety:

• Support BYK’s safety initiatives and objectives, in addition to properly tracking quality issues in our quality management system.

Troubleshooting:

• Response to customer complaints investigates difficulties and works with the necessary departments to qualify root cause and provide customer satisfaction.

Other Duties:

• Other duties may be required which may be assigned by the Department Manager or Supervisor.

Essential Functions/Skills:

· Speak clearly on phone

· Understand people with various accents

· Customer Management

· Typing / Filing

· Able to lift 25 lbs./Able to bend to reach objects at floor level

· Experience in Excel, Word, Outlook, and SAP

· CRM is a plus

· Ability to listen to internal and external customers and understand needs and follow up in a timely manner.

· Good written and oral communication skills.

· Ability to manage time effectively and plan working schedule.

· Work independently but in cooperation with other internal departments.

· Ability to problem solve, stress resistance

ATTITUDE:

· Customer focused (internal & external)

· Flexible

· A team player mentality

· Be willing to assume new (temporary or permanent) challenges/responsibilities

· Self-motivated

· Professional attitude

QUALIFICATIONS:

· Some knowledge on laws governing shipping of chemicals

· Must be detailed orientated with focus of superior Customer Service advocacy and follow up skills.

· Must have the ability to interaction with employees or customers at all levels.

· Bachelor’s Degree in Business or Supply Chain Management is a plus

· SAP Knowledge

· 5+ years’ Contact Center Experience

· Knowledge of order management

· Telephone and email communications

· Must successfully complete appropriate D.O.T. Awareness and Shipping Paper training

This role is not eligible for sponsorship.

In the ALTANA Group, you will work in a unique culture of innovation where the utmost importance is attached to promoting individual ideas and abilities as well as open, trusting interaction. ALTANA AG and its subsidiaries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

People with a criminal record are encouraged to apply

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 3 years (Required)
• Contact Center: 2 years (Required)

Ability to Relocate:

• North Haven, CT 06473: Relocate before starting work (Required)

Work Location: In person