Customer Service Representative

About Us

At Quaker Houghton, we are experts in the development, production and application of industrial process fluids, lubricants and coatings for the manufacturing industry. We have been an integral part in the growth of the world’s largest industrial and manufacturing companies from aerospace and automotive to primary metal and energy. Today, we have a global presence, with our corporate headquarters located in Conshohocken, PA. Quaker Houghton is a global publicly traded company with a unique collaborative culture that supports career growth for its colleagues and offers competitive compensation and benefit programs.

Job Summary

Provides fast and accurate processing of orders, inquiries and return authorizations in a customer service environment in the manufacturing sector. This position pays $21-$24

The Customer Service Representative is the primary liaison between the customer and SIFCO ASC. Position provides price and delivery information for standard products; accepts and enters domestic and international orders; assists customers with order status updates and other service-related issues; and shares the responsibility of fielding and directing incoming phone calls and email inquiries.

• Review, process and follow up on orders and inquiries by telephone, fax, internet, and correspondence from customers and Technical Sales Representatives. Order processing through company ERP system and to include for both domestic and international customers.
• Responsible for timely customer communications (via email, internet, phone calls and fax) including but not limited to pricing information, order confirmation, shipping status / details, warranties / terms of sale, returns, and general company information.
• Proactively review open order reports / information and previous days shipments to provide documentation as requested to customers and internally to Manufacturing, Shipping or Sales teams.
• Provide quotes with pricing and lead times to customers for SIFCO ASC products using the ERP system.
• Process and monitor Return Material Authorizations for customer returns, refunds, exchanges, or credits.
• Own, manage, maintain, and accurately update customer data and files. Obtain required approvals for changes to customer-specific information when needed.
• Ensure a high level of customer satisfaction through accuracy of information and minimum response time to inquiries.
• Other job responsibilities and requirements that may be assigned.

Work Environment/EHS/Physical Demands:

• While performing the on-site duties of this job the employee is frequently required to sit, stand and walk; use hands to finger or handle; reach with hands and arms; talk and hear.
• The employee is occasionally required to climb or balance. The vision requirements include close vision, distance vision and peripheral vision.
• This position requires minimal travel. Must be able to don and wear personal protective equipment (PPE) as required by work environment.
• The work is generally performed in an office environment and the noise level is usually quiet. Some work performed in chemical manufacturing environment or shipping/receiving area.

What Do We Look For?