Customer Service Representative

About Verdant Specialty Solutions

Verdant Specialty Solutions is a global specialty chemical company. Its customers include world-leading personal care and home care brands, energy solutions providers, and industrial companies. Verdant’s vision is to be the go-to provider of batch specialty surfactant-based chemistry for applications in the consumer and industrial markets. Based in Houston, the company has nine locations in the US and Europe. Verdant’s international team of 285 employees are committed to safety, quality, and supply reliability.

Why Join Verdant?

Our business has endless opportunities for growth! Verdant is a fast-growing company with the spirit and creativity of a small business.  The company was formed in May 2021, so every employee plays an important role in culture and performance. It offers a dynamic ‘start up’ atmosphere with opportunities for professional growth and development. You can immediately make an impact in our business!

Commitment to Safety

Despite having the spirit of a small business, Verdant rivals against larger companies in its commitment to safety with industry-leading environmental, quality and health standards.  Safety is absolutely our number one priority for all employees.

Position Summary: The CSR will engage with and develop relationships with their customers and be focused on providing best in class customer service while balancing the company’s policies and business needs. To support the commercial and technical teams in delivering the business objectives by providing focused and dedicated support to our customers via telephone, email, and other required communication methods and be proactive in driving improvements in servicing our customers and building positive relationships. The CSR is also responsible for delivering customer service by managing the order fulfillment process and supporting the Order-to-cash process. Interact closely with the Scheduler(s), Operations, and the commercial team to respond to enquiries internally and externally with regard to scheduling, raw material inventory, and shipments. Supports the SOP forecasting process by acquiring forecasts from customers.

Responsibilities:

• Customer service contact for assigned customers and partner to Business Development Team
• Create, update, and modify orders in the ERP and respective customer systems as required
• Review: Open the Order book regularly/daily to ensure there are no orders in the past, orders without dates, pricing errors, and no issues v/s production dates
• Create and maintain accurate customer master data
• Ensure accurate pricing flows to the orders and facilitate updates as required, ensuring final dispatch invoices are accurate and timely. Price accuracy is critical.
• Post dispatch, ensure additional charges such as demurrage are entered and invoice re-triggered.
• Compile and communicate accurate and timely information to both internal and external customers, as required.
• Proactively communicate with assigned customers regarding future holidays/plant closures etc to ensure orders are processed in advance where necessary.
• Proactively participate in daily planning meetings, and other meetings as required
• Facilitate requests for product samples and maintain follow-up tracking process.
• Provide documentation (SDS, CofA, etc) to customers, as required or requested
• Collects data and prepares reports on customer and departmental for input into KPI’s as required.
• Invoicing and month-end close, while enforcing applicable standards, policies, and procedures in regard to pricing
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Line Manager.
• Ensure all required documentation is filed appropriately for future inspection/audit.
• Supports the customer complaints procedure and other policies and processes.
• Special projects, as assigned
• To achieve KPI’s set for the department and individuals
• Performs other related duties as assigned.

Client Relationship Management:

• Build strong customer relationships to meet and exceed sales targets
• Share market intelligence/customer information with relevant stakeholders.
• Proactively engage with the customers via phone in relation to topics such as forecasts, orders, sample follow-up, etc.
• Ensuring the timely turnaround of new enquiries.
• Providing price quotations with guidelines set by the business, and follow up accordingly.
• Contribute to the SOP process by providing customer forecasts.
• Participate in weekly and monthly meetings with key customers as required.
• Build strong effective relationships with custo