Customer Service Representative

Company Overview for Formosa Plastics Corporation, U.S.A.

Founded in 1978, Formosa Plastics Corporation, U.S.A. (Formosa Plastics) is a growing, vertically-integrated supplier of plastic resins and petrochemicals. With annual revenues of more than $5 billion, we employ over 2,800 people who operate 20 production units in six business divisions - Olefins, Polyolefins, Vinyl, Specialty Polyvinyl Chloride, Chlor-Alkali, and Oil & Gas.

Formosa Plastics offers a full line of polyvinyl chloride, polyethylene and polypropylene resins, caustic soda and other petrochemicals that deliver the consistency, performance and quality that customers demand. We market our polypropylene and polyethylene resins under the Formolene® tradename; we market our suspension PVC and specialty (dispersion) PVC resins under the Formolon® tradename. We also produce and sell caustic soda, ethylene dichloride, commercial bleach and hydrochloric acid.

We are committed to supplying the highest quality products and services to our customers, providing a safe and healthy workplace for our employees and contributing to the quality of life in the communities where we operate. This commitment is made possible through our dedicated people, consistent products, continued protection of the environment and ongoing investments in new product development, quality control systems and safe, modern and energy-efficient production facilities.

Formosa Plastics is a privately held company headquartered in Livingston, New Jersey. Our core business, producing plastic resins and petrochemicals, takes place at three wholly-owned chemical manufacturing subsidiaries located in Delaware City, Delaware, Baton Rouge, Louisiana and Point Comfort, Texas.


Customer Service Representative
I. Position Objective
To provide customer service in the Customer Service Department under the supervision of the Customer Service Assistance Manager. The Customer Service Representative acts as a liaison between plant (or terminal) and customer to facilitate timely processing of orders and ensures thorough and reliable service from beginning to end. The ultimate goal of the CSR is to provide customers with products and services that meet the highest standards in Customer Satisfaction and a willingness to go above and beyond to assist the customer and fulfill their needs.
II. Major Areas of Accountability
◦ Establish and Maintain the Customer Relationship: Frequent communication with the customer to develop a relationship where the CSR becomes familiar with the customers needs and order patterns. This provides the CSR with the ability to identify potential concerns and initiate effective problem solving.
◦ Order Processing and Shipping: The CSR is responsible for handling the process from order placement to delivery follow-up. This process involves the frequent communication between the CSR and both internal and external contacts. According to the customer Purchase Orders (received via phone, fax, email, Sales Representative instruction, Sales Contact, etc.) the CSR will process the following: new order, revision, cancelation, samples, stock transfers, urgent orders and diversions pending Marketing review. Order Processing and Shipping requires the CSR to consider issues such as product inventory, volume, scheduling, credit review and pricing, customer quality requirements, railcar/carrier and other logistical aspects, etc.
◦ Act a liaison between plant and customer to facilitate timely service.
◦ Perform consistent and timely follow-up and feedback to each customer, individual and function involved in any one order/transaction. This involves thorough and precise communication, and tracking and recording each element of the customer's transaction.
III. QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A. TECHNICAL JOB CRITERIA
1. Previous Related Experience Required
◦ A minimum of one year of customer service experience.
2. Technical Skills Required
◦ Fluent in Spanish is a must.
◦ Good analytical skill especially proficient of Microsoft Excel,
◦ Previous logistics experience is a plus.
◦ Efficient use and application of Microsoft Office Word, Excel, Power Point, Visio and outlook express.
3. Education (Minimal Education Needed)
◦ 4-year college degree required.
4. Other Certification/Training Required
◦ Will require training in Company Policies and Procedures after hire.
◦ Current employees must meet all technical and safety training requirements for current positio