Customer Service Associate

Job Summary: The Customer Service Associate will be responsible for providing exceptional service to Agilex Fragrances customers, ensuring smooth order management, timely issue resolution, and effective communication. The role involves handling customer inquiries, order processing, logistics coordination, and working cross-functionally with various internal teams to achieve accurate deliveries and resolve any concerns.Key Responsibilities: •Provide order management support, including order entry, material allocation, returns, invoice disputes, and credit adjustments using information systems. •Investigate and resolve customer complaints, collaborating with internal teams for effective solutions. •Partner with operations colleagues to coordinate and follow through on shipments and related transactions. •Track order status and communicate availability, pricing, and delivery commitments to customers. •Proactively communicate supplydelivery issues and maintain customer relationships via open order reviews. •Respond to customer inquiries and maintain account information in SAP, including updated notes and procedures. •Handle customer logistics and quality complaints, ensuring proper follow-up in designated databases. •Ensure special handling of large or complex customer requirements, including product specifications, packaging, and regulatory compliance. •Access customer databases to retrieve purchase orders and provide necessary notifications to customers regarding order management and billing. •Interface with various Agilex departments to communicate customer expectations and resolve issues. •Handle inquiries in Customer Service Group mailbox and voice mail for all Agilex accounts. •Collaborate with credit and AR teams to resolve customer disputes. •Represent Account Management in external customer meetings and communicate pricing information as needed. •Manage sales orders, including identifying and resolving incomplete or blocked orders. •Work closely with Sales Representatives and internal teams to ensure consistent service delivery. •Process customer orders, maintaining ongoing relationships with customers and Agilex sales staff. •Provide customers with requested documents such as C of A, MSDS, COFA, specifications, and regulatory documents. •Act as a liaison between customers and internal departments for special requests. •Compile and maintain SOPreports for assigned accounts. •Perform other related duties as required in the Customer Service Department.Required Qualifications: •Bachelor's degree plus 1 year of comparable business experience preferred, or 4 years of experience in Customer CareSalesLogistics-related functions. •Understanding of plantwarehouse systems and procedures for shipping, accounting, etc. •Strong knowledge of LogisticsOperations and its impact on fulfilling customer orders. •Experience with SAP and order management systems. •Strong communication skills, both verbal and written. •Demonstrated ability to handle customer complaints and conflicts effectively. •Excellent organizational and multitasking abilities. •Ability to work independently and meet deadlines under pressure.Preferred Qualifications: •Chemicalfragrance industry background. •Experience with Sales and Distribution (SD) module in SAP. •Familiarity with production planning, material management, and inventory management processes. •Strong interpersonal and analytical skills. •Familiarity with Windows-based applications. •Knowledge of customer service SOPs and report maintenance.Location: Piscataway, NJ, USA, 08854Education: Bachelors Degree

Created: 2025-02-07