When you are part of the Orbia Polymer Solutions - Alphagary team, you are helping to advance life around the world by manufacturing materials that are made into durable, high-performance and sustainable products that connect us to technology, help us when we are sick, keep our homes warm and dry, and enhance our safety. Orbia Polymer Solutions - Alphagary designs and manufactures specialty compounds for applications that are extruded or molded by our customers into a variety of end-products that we find in everyday life.
As a Customer Service Representative (CSR), you will act as the front-line liaison communicating effectively with customers, sales representatives, and prospects, surrounding inquiries, orders, expedites, and business issues, while positively and professionally representing Alphagary, promoting our quality products. You must proactively anticipate, coordinate, and crisply execute the necessary details, communication, and processes to ensure we understand, meet, and, whenever possible, exceed our customers' requirements, promoting long-term customer relationships.
You Will:
- Effectively communicate using phone, email, and Teams Chat, maintaining a professional and positive business image when corresponding with customers and team members across all Orbia subsidiaries.
- Receive customer inquiries and route each question to the applicable associate, when necessary. Ensure all email and voicemail requests are responded to within 24 hours.
- Enter all new purchase orders into the ERP system and/or communicate any issues preventing the PO from being processed, within 24 hours of receipt—48 hours for Leominster and Pineville Plants.
- Accurately review (contract review) and process all customer purchase orders, looking at all details to assure that the company can and will adequately meet all the customers’ requirements. Involve others, when necessary, before processing.
- Process requests for quotes, customer requirements, sales orders, and change orders. The ability to complete tasks while demonstrating a thorough concern for all the areas involved. Paying attention to small details, completing tasks with a sense of urgency, and achieving near-perfect accuracy.
- Document all details thoroughly and retain adequate records of inquiries and requests for future reference. Process, route, and file all associated documents and records promptly and accurately, according to Alphagary's record retention policy.
- Create deliveries in the ERP system, help coordinate the shipping of orders, and effectively communicate delays and early shipments to customers.
- Consistently demonstrate commitment towards achieving Aphagary's on-time delivery goals.
Qualifications:
- High School diploma or G.E.D.
- Must have 3+ years of customer service-related work experience
- Previous experience in manufacturing industry is preferred
- Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind
- Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
- Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development
- Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals
- Knowledge of SAP/S4 Hana or other order/financial software a plus.
The compensation for this position will typically range start at $22.00. The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity.
The compensation package may also include short and long-term incentive compensation. We offer a comprehensive benefits package that includes healthcare coverage, a 401(k) retirement savings plan, paid company holidays, paid vacation time, paid sick time, parental leave, short- and long-term disability leave, and an employee assistance program. At Orbia, we are committed to taking care of our employees and believe in providing comprehensive support so you can thrive at work and home.
Alphagary Polymer Solutions an Orbia Company is an Equal Opportunity employer that celebrates diversity in all its forms and is committed to an equitable and inclusive environment for all employees.
To learn more about Alphagary and Orbia, please visit our websites
Alphagary.com
Orbia.com
Job Type: Full-time
Pay: From $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Referral program
- Vision insurance
- Work from home
Application Question(s):
- Are you able to commit to a hybrid work schedule that includes the requirement to work either Monday or Friday?
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 3 years (Preferred)
- SAP: 2 years (Preferred)
Ability to Commute:
- Leominster, MA 01453 (Required)
Work Location: Hybrid remote in Leominster, MA 01453
