Job Description
DyStar is a leading specialty chemical company with a global presence. Due to internal promotions, our Customer Service team is looking for 2 Customer Service Representatives to join our team at our Cincinnati, OH, warehouse.
Job Summary :
- To serve as the primary point of contact for customers, responsible for managing the complete order-to-fulfillment lifecycle.
- Ensure superior customer experience by providing seamless coordination between customers, sales, and internal supply chain functions
- Directly support to sales team and contribute to operational excellence and success of the company.
Job Responsibilities :
Deliver superior customer service to external and internal customers, serving as a primary liaison between customers and internal departments (Sales, Logistics, Planning, Manufacturing, etc.)Manage all incoming customer inquiries via phone, email, and web, providing information on product availability, specifications, pricing, and transportation.Ensure timely and accurate processing of all customer orders in the ERP system, from entry to fulfillment, verifying that pricing and customer requirements are correctly documented.Set up and maintain customer master data in the ERP system to ensure data integrity.Provide support and assistance to sales staff, business team, logistics and production planner on matters related to customer demands.Coordinate customer orders and requirements with the Production Planning and Warehouse teams to ensure feasibility and on-time deliveryProactively manages customer administrative needs, including providing documents like Certificates of Analysis (C of A), Safety Data Sheets (SDS), and processing Return Goods Authorizations (RGAs) and complaints.Process Export orders, ensuring all necessary documentation and coordination for international shipment are handled correctly.Identify opportunities to improve customer service procedures and workflows, contributing to a more timely and efficient process.Ensure accuracy in order entry, pricing, and documentation to prevent financial loss and customer dissatisfaction.Manage multiple priorities and urgent requests from various stakeholders simultaneously.Prioritize daily tasks to meet competing deadlines from customers, sales, and operations.Ability to troubleshoot problems and take decision to resolve customer issues or order roadblocks before escalationAnalyze and organize customer service procedures, information management, and other pertinent servicesAny other duties as assignedSupervisory Responsibilities : None
Education and Experience :
High School Diploma or GED required.(3) years’ experience in customer service in an office environment or supply chain role is required. Experience within the chemical or manufacturing industry is a plus.Hands-on experience with an ERP system (e.g., SAP, Chempax, Prism) is required.Working knowledge of Import / Export processes and documentation is a significant plusRequired Skills and Abilities :
Intermediate to advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook, Power Point)Exceptional written and verbal communication skills, with the ability to interact professionally with all levels of internal and external contacts.Excellent organizational and time management skills, with a proven ability to prioritize and manage multiple projects in a fast-paced, deadline-driven environment.Strong problem-solving skills and a high level of attention to detail are essential.Must be a collaborative team player with a strong customer-centric mindset.Ability to add, subtract, multiply and divide whole numbers, fractions and decimals; ability to use 10-key calculatorThis is an on-site role in Cincinnati, OH; not open to remote or hybrid work
Visa sponsorship is NOT available for this role.
DyStar is an Equal Opportunity Employer
DyStar is a leading specialty chemical company with a heritage of more than a century in product development and innovation from the textile industry. Today, the company operates with more than 1700 employees spanning across 50 countries and with 13 production sites, supporting customers from diverse sectors and supply chains with reliable products and solutions.
DyStar is committed to sustainability. Our service supports the supply chain, including brands, retailers and their industry partners, to ensure that they meet stringent quality and ecological specifications in a cost-efficient way and with short lead times.
