Customer Service Representative

​​Salary Range: $55,000 - $56,000 

 

About Lubrizol  
The Lubrizol Corporation, a Berkshire Hathaway company, is committed to enabling a sustainable future. Our unmatched science unlocks immense possibilities at the molecular level, driving sustainable and measurable results to help the world Move Cleaner, Create Smarter and Live Better. Our solutions are used by people every day, improving billions of lives around the world. 

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life. 

 

POSITION SUMMARY

 

The customer service representative manages and maintains multiple customer accounts.  Supports and collaborates with Regional Sales Managers (RSM) worldwide, and tracks part numbers.  Reviews in detail, all orders received from medical device manufacturers for contract extruded thermoplastic tubing received via e-mail or online.  

 

DESCRIPTION OF ESSENTIAL DUTIES

• Manages extremely heavy volume of e-mails on a daily basis for communications with employees, customers and Regional Sales Managers (RSM) worldwide
• Confirms accuracy of new orders by comparing purchase order, customer drawing, terms, revision levels, dimensions, materials, unit prices, lead times/shipping date, anticipates possible delays, and proactively plans for every order
• Manages customer inventory levels for product on consignment and Kanban programs
• Computes price, discount, sales representative's commission, and shipping methods as required
• Specifies if special labeling is required for shipment and in some instances supplies to the shipping department
• Receives and delegates customer complaints
• Confers with production, shipping, warehouse employees or checks in common carrier websites to trace missing or delayed shipments
• Submits shipping documents to all international customers daily
• Compiles statistical data and prepares various reports for management including maintaining the purchase order log and tracking data for On-Time-In-Full (OTIF) matrix on a daily basis
• Maintains accurate customer name and addresses on database
• Provides inside sales support to customers without a dedicated RSM
• Other duties as assigned.

DESCRIPTION OF MARGINAL DUTIES

• Prepare customer spreadsheets for open orders, as necessary or required.
• Send international customers shipping/ tracking information.
• Walks the clean room floor to get familiar with parts and the internal functions of parts one to two hours per week.

HIRING GUIDELINES

• 3+ years of customer service experience
• 5+ years of experience in a manufacturing environment; medical and FDA experience a plus
• College degree a plus

OTHER GUIDELINES

• Knowledge of advanced statistical concepts
• Ability to work in a fast paced environment
• Ability to multi task is essential to success
• Excellent written and verbal communication skills
• Willing to work in a team environment and contribute to group goals

• Ability to receive and provide instructions in a positive manner
• Clear and concise customer communication, both verbal and written
• Detail oriented to the extent of minimal to zero errors
• Organized with great follow up and follow-through skills
• Strong initiative skills for getting the answer for the customer
• Ability to be proactive on potential late shipments and occurring lates
• Ability to interact with all departments within the organization.

 

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skil