Customer Service Representative

The Customer Service Representative serves as the primary point of contact between customers and the organization ensuring seamless order execution and a high-quality customer experience. This role is responsible for managing the full order lifecycle coordinating logistics and resolving customer issues within a fast-paced specialty chemical manufacturing environment. Success in this role requires strong attention to detail effective cross-functional collaboration consistent transparent communication across all interactions and the ability to operate with accuracy and urgency while adhering to regulatory safety and company standards.

Duties and Responsibilities:

Customer & Order Management

• Serve as the primary contact for customer inquiries via phone and email providing timely and professional responses
• Accurately enter and manage customer and sample orders in D365 ERP system
• Maintain customer account information including pricing order status and required documentation
• Proactively communicate order confirmations changes delays and delivery status
• Develop proficiency across all customer accounts to ensure full operational coverage

Logistics & Supply Chain Coordination

• Coordinate domestic and international shipments including export bookings and documentation preparation
• Manage railcar scheduling billing and tracking through Union Pacific systems
• Obtain freight quotes and coordinate with carriers freight forwarders and steamship lines
• Partner with warehouse and production planning teams to ensure timely order fulfillment and address schedule changes
• Monitor inventory levels and communicate potential shortages or constraints

Issue Resolution & Customer Support

• Investigate and resolve customer issues discrepancies and complaints in a timely manner
• Document and track complaints in the Velocity system in accordance with company procedures
• Collaborate with Commercial Regulatory Operations and Accounting teams to resolve issues
• Support credit hold communication and collections coordination as needed

Compliance & Documentation

• Provide required documentation including but not limited to Safety Data Sheet (SDS) and Technical Data Sheet (TDS) etc.
• Ensure compliance with export regulations hazardous material handling requirements and company policies
• Maintain accurate and complete records within ERP and supporting systems

Reporting & Administrative Support

• Prepare and distribute open order reports to internal stakeholders upon request
• Support forecasting activities by gathering customer demand information
• Assist with continuous improvement efforts within customer service processes
• Adhere to all department and company policies and procedures
• Perform additional duties as assigned

Education and Experience:

• Associates or Bachelors degree preferred
• 35 years of customer service order management or customer service experience preferably in chemical manufacturing or industrial environments
• Experience with ERP systems (D365 preferred) and order entry processes
• Experience with international shipping export documentation and Incoterms
• Knowledge of hazardous materials or chemical industry regulations
• Railcar logistics experience
• Familiarity with SAP or similar ERP systems

Required Skills / Abilities:

• Proven ability to strive for continuous improvement.
• Strong written and verbal communication skills
• High attention to detail with strong data accuracy skills
• Ability to manage multiple priorities in a fast-paced deadline-driven environment
• Proficiency in Microsoft Office Suite (Excel Word Outlook)

Competencies:

• Customer Focus: Delivers responsive accurate and professional service while anticipating and addressing customer needs.
• Attention to Detail & Accuracy: Ensures precision in order entry documentation and data management in a high-impact environment.
• Operational Execution: Effectively manages order processing and logistics coordination with consistency and reliability.
• Problem Solving & Issue Resolution: Identifies root causes and implements timely effective solutions to customer and operational challenges.
• Communication & Collaboration: Communicates clearly and works cross-functionally with internal teams and external partners.
• Adaptability & Time Management: Prioritizes effectively and adapts to changing demands in a fast-paced setting.
• Compliance & Risk Awareness: Understands and adheres to regulatory safety and company requirements relevant to chemical operations.
• Teamwork:Collaborates with peers and supports shared workloads to achieve team and organizational goals.

Physical Requirements and Environment:

• Ability to work effectively in an open office environment with frequent collaboration shared workspaces and ambient noise
• Prolonged periods sitting at a desk and working on a computer.
• May require walking reaching lifting up to 50lbs at times and working in different environments (office open concept work areas manufacturing areas requiring personal protective equipment (PPE) etc.)

This role is primarily performed in an office environment and requires prolonged periods of sitting computer use and telephone communication. The position operates within an open office setting that involves close proximity to team members frequent interaction and the ability to maintain focus amid typical workplace noise and activity. Occasional physical activity may include filing reaching and lifting up to 50 pounds using proper lifting techniques. Periodic presence in manufacturing or warehouse areas may be these environments adherence to safety protocols and the use of personal protective equipment (PPE)including safety glasses hard hat steel-toed shoes and hearing protectionis mandatory.

Employee Responsibilities to EHS&Q:
Employees are expected to comply with all Environmental Health Safety and Quality (EHS&Q) programs policies and procedures to ensure both individual and site-wide compliance with applicable regulatory requirements. This includes but it is not limited to consistently following site-specific safe work practices and safe operating procedures.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.

Dixie is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any other legally protected characteristics. We are committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation for any portion of the employment process please send an email to or call .