Customer Service Representative

Tosoh SMD, Inc. is a global leader in semiconductor materials for the electronics, aeronautics and medical industries. Our superior products help our customers introduce new technologies that make consumers lives easier and move us into the future. Our state-of-the-art manufacturing facility and materials laboratory located in Grove City, OH manages the entire life cycle of all our products including supply chain development, research and development, manufacturing, testing and distribution.

Summary

The Customer Service Representative interacts with customers to provide information in response to inquiries and complaints about products and services that are provided.

Major Duties and Responsibilities

• Answer customer inquiries in a timely manner through verbal and written communication.
• Process orders by establishing customer profiles, verifying Tosoh and customer part numbers, pricing, specifications, shipping information, and special instructions.
• Report order status, problems, and quality issues to field sales and customers.
• Resolve problems by effectively communicating information to the appropriate individuals and initiating the proper corrective action.
• Expedite work in process to prevent customer production down time.
• Prepare orders in compliance with controlled international and domestic shipping regulations ( i.e., International letters of credit, commodity codes).
• Navigate and execute order functions in various customer web portals.
• Manage customer consignment inventory, resolving any quantity differences.
• Follow through on shipments by tracking and communicating shipping details to consignee and resolving discrepancies en route.
• Maintain complete and detailed history for each order file including order revisions, returned goods, customer correspondence/inquiries, and shipping documents.
• Monitor customer backing plate inventory by maintaining and organizing controlled documents.
• Organize correspondence, quotations, commission statements, and product information.
• Back up other Customer Services Reps as needed.
• Understands and adheres to all safety requirements . Communicates identified risks to leadership and assists in resolution.
• Completes all 5S (Sort, Set in Order, Shine, Standardize, and Sustain) standards to maintain a safe, organized, and efficient work environment.
• Maintains regular and reliable attendance.
• Contributes to culture through alignment with company values and code of conduct. Maintains a positive attitude, displays enthusiasm for assigned tasks, and communicates effectively and professionally with team members.
• Other related duties.

Education

• Associate’s degree or high school diploma

Skills and Qualifications

• One year minimum experience in a customer service oriented role required.
• Ability and willingness to be assertive and resourceful in problem solving.
• Ability and willingness to communicate effectively with people of various technical levels.
• Ability and willingness to prioritize and perform multiple tasks in a fast paced and stressful environment.
• Ability and willingness to maintain high quality image through professionalism and attention to detail.
• Proficiency with a variety of computer applications including Excel and Windows Office.
• Ability and willingness to develop a working knowledge of Tosoh’s products and product lines in order to discuss with manufacturing, engineering, Research and Development (R&D), customers, and sales on a daily basis.

Physical Requirements

• Ability to lift 40 pounds on a regular basis.
• Must be able to stand and walk for long periods of time.
• Must be able to wear required personal protective equipment (PPE) as defined by process.

Tosoh SMD, Inc. is an Equal Opportunity Employer M/F/Disabled/Veterans