Handles all customer service activities including order taking, handling orders from end to end, providing a single point of contact to provide a consistent customer experience, coordinating order fulfillment, providing necessary information to customer, and problem resolution. Assists in building profitable sales by enhancing customer satisfaction and confidence. Also, as appropriate, suggests order changes/additions based on customer buying patterns and gathers market intelligence. Assist operations department.
Specific Duties and Responsibilities:
A. Processes customer orders
• Enters live orders online in real time.
• Enters electronic, paper and manual orders online in real time.
• Recommends increases in size of order by using sales history information.
• Verifies customer orders and delivery expectations.
• Quotes prices according to uniform pricing strategy and current market pricing.
• Tracks order exceptions and maintains as needed.
• Enters direct vendor to customer orders.
B. Develops solutions to customer needs/opportunities
• Evaluates needs/opportunities and matches them with Univar USA’s products/services
• Is resourceful: considers full range of options to find a creative solution and makes decisions to resolve the situation
• Establishes communication with designated Operations, Sales, and MPU contacts to ensure timely responses to fulfillment issues
C. Builds and sustains long-term customer partnerships
• Makes the business relationship mutually beneficial
• Cultivates rapport with customer
• Responsive to customer needs (return messages, timely follow-through)
• Maintains up-to-date information on customers (contacts, products, requirements, etc.)
• Fulfill customer’s expectations with realistic commitments
• Serves as a resource to customers by sharing useful information (regulations, safety, product knowledge, market trends, pricing )
• Satisfies customer requests for product, pricing, order information, and samples
• Actively maintains & services selected customers
• With input of Management, participates in joint sales calls with sales representative as needed
• Attend seminars/meetings
• Attends operations, administration, and sales process overviews
D. Displays effective interpersonal & communication skills (internal/external)
• Delivers information in terms customers & associates understand
• Achieves mutual understanding by summarizing & reviewing agreements
• Actively listens
E. Demonstrates knowledge of Univar USA Inc.
• Understands mission statement & quality process
• Understands policies & procedures
• Identifies people in the organization who can provide customer with requested information
• Understands the profitability model and customer segmentation
F. Demonstrates understanding of Univar USA’s products and services
• Knows our go-to-market strategies
• Recognizes and responds to new/additional opportunities at existing customers
G. Teamwork: collaborates with team members
• Seeks good communication and cooperation within Univar USA’s organization
• Coordinates all routine aspects of customer orders, requests, and inquiries
• Identifies and uses internal resources as needed to complete tasks
• Supports team goals
• Is receptive/flexible/adaptable to change
H. Understands, generally, about competitors and their services
I. Resolves problems/nonconformances quickly
• Uncovers and verifies problems/nonconformances
• Probes for all details on expressed concerns
• Persists until all causes are identified and assists in resolution
• Develops and presents solutions quickly
• Anticipates potential problems and proactively works to avoid them
J. Effectively uses the UQIP process.
K. Establishes and executes a Personal Development Plan
• Identifies priorities
• Develops specific action plan
• Breaks down long-term objectives into short term goals
• Monitors progress to meet goals
• Seeks feedback
L. Understands customer’s business
• Knows industry needs and trends
• Responds to specific customer requirements
M. Completes all paperwork, reports and administrative tasks in a timely, complete and accurate manner.
Qualifications: Specialized Knowledge/Skills:
Entry Requirements
• Communication and active listening skills
• Telephone skills
• Knowledge of Univar USA products, services, and the industries we serve
• Problem-solving
• Ability to prioritize and multi-task
• Keyboarding and basic PC skills
• General knowledge of pricing and marketing strategy
Education/Training:
Bachelor’s degree, or equivalent experience, preferred, and demonstrated performance of appropriate entry level skills.
High school diploma
In addition to the demonstration of behaviors outlined in the Behavioral Matrix, a CSR II should have a minimum of two years CSR experience and a CSR III should have a minimum of four years experience as a CSR II.
Physical Demands/Environmental Conditions:
• Sitting for extended periods of time
• Potential exposure to hazardous substances
• High stress levels
To Apply: Please send resume with “CSR – New Rochelle” in Subject Line to: UnivarOGJobs2@univarusa.com
We offer comprehensive benefits to full time and part time employees including medical, dental, STD, LTD and life insurance, 401k, generous vacation and sick leave and much more.
Equal Opportunity Employer Minority/Female/Disability/Vets
To learn more about our current opportunities: www.univar.com
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Last Posted: 03/22/2016
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