Customer Service Representative

Job Description

Job Description

Job Description RESPONSIBILITIES & EXPECTATIONS 1. Scheduling

• Schedule shipments of quicklime, hydrate, slurry, and stone via all means of transportation (i.e., truck, rail, barge)
• Daily entry and reconciliation of outbound delivery documents to SAP shipping system.
• Process inter and intra-company material supply shipments via all means of transportation (i.e., truck, rail, barge)
• Provide the site leadership with the daily truck, rail, and barge shipping schedule (per the customer’s orders) to allow for the necessary management of the bin levels to ensure that the lime material balance can meet customer needs. Facilitate all bills of ladings for barges and railcars and truck tickets through JWS and balance with SAP daily.
• Promptly communicate to all plant management any significant adjustments required to the plan.
• Review the plan as regularly as necessary. Update and communicate accordingly.
• Loading & Shipping schedules should include all products delivered by the plant (incl. stone, sorbacal sp, sorbacal sps, LKD, and all hi-cal products).
• Monitor the daily reporting of shipments and weekly forecast – need to coordinate with shipping team leader(s), and production.
• Monitor the daily reporting and processing as efficiently as possible all weights/deliveries from all POD customers.

2. Customer Service

• Interact effectively with customers, transportation vendors, and sales.
• Balance customer demands/needs for daily deliveries against available inventories.
• Handle customer requests and contract compliance i.e., certificates of compliance, volume reports, inventory monitoring, quality results, proof of delivery requests.
• Manage POD issues for various customers, balance between customer and Lhoist
• Participate in on-call rotation. Handle all customer calls, emails, and requests during this time. Pass down any pending requests to the next shift.
• You will need to develop a detailed understanding of customer’s needs as well as the current assigned locations capabilities.
• You will be expected to come up with ideas and proposals to improve our capabilities.
• Interact with internal and external customers as well as transportation contractors for truck, rail, and barge.
• Be involved in the total quality process and continuous improvement of customer confidence by knowing the customer’s demands for sizing, quality, and quantity in relationship to inventory.
• Work with Shipping Coordinators Central Dispatching Team at O’Neal, Alabama as necessary regarding any Customer or Carrier issues.

3. Problem Solving

• Work with the Logistics department to resolve freight issues related to material returns/diversions.
• Interact with company terminals regarding sizing, tonnage, additions, and deletions of material shipments.

4. Reporting and Accounting Tasks

• Process debits/credits for material returns in SAP.
• Management of cash sales process at plants and terminals.
• Calculate daily inventory and shipping reports.
• Complete daily audit trail reporting to ensure an accurate record of control numbers and shipped material.
• Manage the certificates of compliance (in conjunction with the quality department) and ensure customers receive necessary analysis reports.
• Prepare all Returns or Credits after review for process with Sales, Supply Chain, and Sales Admin for trucks, rail, & barges.
• Month-end closing duties.

5. Perform other duties as assigned ATTRIBUTES: What are the Essential Knowledge/Skills/Abilities for this position?

• Must be able to effectively communicate with customers and company personnel to ensure accurate and timely shipments.
• Knowledgeable in business process flow – order to cash process.
• Know customer demands for sizing, quality, and quantity in relationship to current inventory.
• Rigorous in the use of available systems & tools and highly organized person.
• Forward Thinker with the ability to identify and anticipate issues ahead of time and to proactively resolve those.
• Stress resistant and resilient, with a demonstrated ability to adjust to multiple changes.
• Capable of dealing with constantly changing priorities.
• Attention to detail, accuracy, and flexibility as well as a sense of urgency are required.
• Ability to organize, prioritize, and manage time effectively is critical.
• Must be capable of working any shift, on-call, overtime, or seven days a week, if needed.
• Effective verbal and written communicator to articulate a given situation ensuring positive customer satisfaction.
• Good analytical and problem-solving skills.
• Good public speaking skills.
• Ability to prioritize and manage multiple tasks/projects and meeting all required deadlines.
• Strong sense of urgency in meeting customer needs.
• Extremely dependable. The time-sensitive nature of the position requires excellent attendance and complete customer focus.
• Ability to build constructive and harmonious relationships at all levels.
• Must be able to assist the leadership team with ideas on improving a system of shipping controls, standard operating procedure, safety, quality control, and performance management.
• Must have good working knowledge of Microsoft Excel, Word, and PowerPoint. Knowledge and application in management of equipment data and use of the CMMS such as SAP is a plus.

Physical Demands include, but are not limited to:

• Must be physically able to perform work assigned.
• Must be physically capable of accessing all plant locations if needed.
• Tolerate working outside in severe weather conditions as well as exposure to industrial high temperature, noise, and dust.
• Will be working primarily in an office environment but may need to go in the mining environment.
• The employee will be exposed to the following working conditions: Extreme Heat and Cold, Noise, Vibration, Oils, and Atmospheric Conditions such as Dust, Fumes, and Metallic Particles.
• The employee will be required to perform the following actions (from time to time): Standing, walking, balancing, stooping, kneeling, reaching, talking, seeing, hearing, and sitting.
• Able to lift up to 50 pounds.

Schedule & Pay: Monday-Friday, 8-5 OR Tuesday-Saturday, 8-5 $20-23/hr