Senior Customer Service Representative

COMPANY OVERVIEW

Meridian Adhesives Group is a rapidly growing full service global adhesive solutions provider, specializing in adhesive technologies used in electronics, industrial, and infrastructure applications.

Fueled by a series of strategic acquisitions since its formation in 2018, Meridian has established itself as an adhesive technology leader for a broad, global, blue-chip customer base comprised of OEMs, distributors, and industrial clients with an expanding global footprint.

ROLE AND RESPONSIBILITIES

We are seeking a hard-working and self-motivated Senior Customer Service Representative to join our

team and provide exceptional service to our key clients. The Senior Customer Service Representative

will be the primary point of contact for key clients, ensuring their needs and inquiries are handled

promptly and professionally. The Senior Customer Service Representative will play a crucial role in

maintaining the client’s satisfaction and loyalty by providing personalized support tailored to specific

requirements.

Primary job functions include but are not limited to :

Client Support : Serve as the dedicated point of contact for a large key client, addressing all inquiries

and concerns via phone, email, or chat, promoting customer satisfaction.

Issue Resolution : Quickly identify, troubleshoot, and resolve client issues, ensuring minimal

disruption to their operations.

Relationship Management : Build and maintain a strong, positive relationship with the client,

understanding their needs and anticipating future requirements.

Client Reporting : Prepare and deliver regular reports on client interactions, feedback, and

service performance to internal teams.

Product Knowledge : Maintain a deep understanding of the company’s products and services

to provide informed advice and support to clients.

Process Improvement : Identify and suggest improvements to existing processes to enhance

the client’s experience.

• Documentation : Accurately document client interactions and resolutions.
• Training : Provide training and guidance to the client on new processes as needed.
• Sales Support : Collaborate closely with regional sales representatives to provide customer

insights, assist with inquiries, and ensure seamless communication between the client and

sales team.

Interdepartmental Collaboration : Facilitate effective communication and collaboration

between departments, ensuring that client needs, and feedback are clearly conveyed and

that cross-functional teams are aligned to deliver optimal solutions.

INVENTORY MANAGEMENT

• Maintenance of private label, obsolete inventory, DOH, customer supplied components.
• Manage color matching to finished parts and relabeling
• Manage relabeling samples
• Understanding product processes and procedures
• Work with shipping to obtain freight costs
• Enter orders and provide forecast
• Coordinate advance shipping notice, special requests and prioritization with production and

buyer

Communicates needs for BOM’s, SOP’s and other part relevant documents

PRIVATE LABEL AND CONTRACT PACKAGING

• Handle private label process for sales to the customer
• Ensure part numbers are made
• Coordinate new part specs with buyer (new box design, tubes), approving artwork and filing

of customer paperwork

• Ensure inventory commitments are signed
• Approve SOP’s

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Experience : Minimum of 5 years in a manufacturing, customer service role. Bachelor’s degree

preferred, must have a high school diploma or equivalent.

Customer-Centric : Passionate about providing exceptional service and exceeding client expectations,

previous experience managing high-profile clients a plus.

Communication Skills : Excellent verbal and written communication skills, with the ability to convey

information clearly and concisely.

Problem-Solving : Strong problem-solving skills with a proactive approach to finding solutions, high

proficiency of math.

Attention to Detail : High level of accuracy in documentation and follow-up.

Adaptability : Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

Team Player : Ability to work effectively within a team while also being self-driven.

Must be over 18 years of age and legally authorized to work in the United States.

No 3rd Party Recruiters

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully

perform the essential functions of this position. Reasonable accommodations may be made to enable individuals

with disabilities to perform the functions. While performing the duties of this position, the employee is regularly

required to talk or hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools

or controls. The employee is required to stand; walk; sit; reach with hands and arms. The employee must lift

and / or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision,

peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Note :

This job description in no way states or implies that these are the only duties to be performed by the employee(s)

incumbent in this position. Employees will be required to follow any other job-related instructions and to perform

any other job-related duties requested by any person authorized to give instructions or assignments. All duties and

responsibilities are essential functions and requirements and are subject to possible modification to reasonably

accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills,

aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a

direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this

document are the minimum levels of knowledge, skills, or abilities.

You should be proficient in :

Customer Service

ID : 8SR6Ct