Job Description

Position Purpose:

The Customer Service Representative is a critical component of the sales process, serving as the frontline interface between the business and our customers. This position will be a key advocate for effective customer order execution by both supporting and assisting the customers, operations, and sales teams. Manages follow-through to achieve and maintain a level of superior customer service and partners with Operations Supervisors to coordinate all aspects of servicing accounts. Tactical responsibilities include processing customer orders, coordinating all aspects of customer requests for service and funneling these to appropriate responsible functions, assisting with schedules and receiving, tracking customer activity, and maintaining customer satisfaction.

Essential Duties and Responsibilities

• Provides coordination between Sales, Operations, Logistics, and Finance to ensure customer orders are executed efficiently and all appropriate communications, both internally and externally, are consistent. Serves as a key contact for external customers and third-party sales agents.
• Follows appropriate order fulfillment policies, standards, guidelines, and procedures.
• Takes corrective/preventative action to resolve customer service issues and complaints. In addition, ensures complete communication to involved parties to prevent re-occurrence.
• Ensures Client Satisfaction of all internal and external customers and stakeholders.
• Manages and maintains current order status visibility, price verification, and product inquiry.
• Supports operations management in locating products and determining product availability. Coordinates with Transportation to facilitate the timely shipment/collection of material.
• Acts as the interface between customers and sales personnel regarding product availability, delivery dates, order cancellations, and order status.
• Receives and processes sales orders from customers by phone, email, or fax. Prepares orders by checking service availability, coordinating transportation for delivery, maintaining sales order logs, preparing bills of lading, and processing administrative paperwork for site and corporate office. Maintains continuous communication with plant administrators to facilitate smooth customer pickup or delivery.
• Performs basic customer service tasks, such as answering telephone calls, responding to customer emails, answering customer questions, resolving customer issues, following-up on prospective customer inquiries, and facilitating a positive customer experience throughout the lifecycle of each order.
• Maintains customer account books, updating or changing customer’s account information as needed, reporting changes to corporate office, and deleting obsolete information.
• Establishes relationships and direct communication with our key customers to understand their needs and what we can do to consistently deliver high-quality products and services.

Qualifications

Knowledge and Skills

• PC experience and strong knowledge of Microsoft Office Suite. Strong administrative skills required, including the ability to manage a variety of tasks and attention to detail. CRM experience is a plus.

Education and Work Experience

• Associates Degree or High School Diploma with 2+ years relevant work experience.
• Minimum 1-3 years of customer service experience desired. Strong track record of taking ownership and driving results.

About Valicor

Headquartered in Monroe, Ohio. Valicor is the largest provider of non-hazardous wastewater treatment services in North America. Leveraging its extensive fleet of tankers and a network of strategically located centralized wastewater treatment (“CWT”) facilities, the Company transports and processes diverse wastewater streams that result from the manufacture of industrial and consumer goods. The Company’s mission-critical services allow customers to meet federal, state, and local regulations by safely and responsibly disposing of oily water, leachate, soaps, line flush waste, and similar waste streams and it also provides a diverse set of landfill solidification, product destruction, and retail oil services. As an ISO 14001 certified organization, Valicor takes great pride in its environmental compliance process.