Customer Service Representative II
Thatcher Company · Salt Lake City, UT
- On site
- Full-time
- $60,000 / year
- Salt Lake City, UT
Job highlights
- Manage customer orders and communications effectively.
- Coordinate logistics, deliveries, and returns.
- Resolve customer issues and complaints promptly.
- Support sales team with customer information.
- Contribute to company profitability via satisfaction.
About the role
Customer Service Representative II
Thatcher Chemical is seeking a Customer Service Representative II to join our manufacturing team. This role is crucial in supporting our operations and ensuring customer satisfaction by managing various aspects of customer service. You will be instrumental in creating essential chemistries, processes, and solutions that contribute to clean water, safe environments, reliable infrastructure, and critical industries.
About the Role
The Customer Service Representative (CSR) II engages with and supports customer service efforts in all aspects of operating needs. Success in this role requires strong organizational skills, the ability to manage multiple tasks, effective communication, data analysis, problem-solving abilities, resilience under pressure, and a team-oriented approach.
Major Accountabilities
The Customer Service Representative II performs the following functions under limited supervision:
- Communicates with customers via phone and email.
- Accurately processes incoming orders from customers.
- Coordinates internally to fill customer requests or places orders with suppliers for direct shipment.
- Arranges delivery schedules and instructions with the transportation department.
- Coordinates the return of empty containers after product usage.
- Responds to customer inquiries regarding product availability, scheduling, back-orders, pricing, account status, etc.
- Supports field sales representatives by providing timely customer information.
- Coordinates the resolution of customer complaints.
- Collaborates with the inventory manager to ensure inventory availability for customer orders.
- Informs management of recurring problems and conditions.
- Performs other tasks as needed to ensure consistent delivery of quality chemical products.
- Contributes to Company profitability by maintaining customer satisfaction and exceeding expectations.
Required Qualifications
- Associate or bachelor’s degree in business, Communications, or a related field preferred.
- 1-2 years of related experience in a fast-paced manufacturing environment.
- Computer proficiency in MS Excel and MS Word, and familiarity with general order entry functions of ERP systems.
- Competency in mathematical concepts and computations (e.g., multiplication, division, addition, subtraction, percentages, fractions, ratios, metric conversions).
- Fluent in speaking, writing, and understanding English.
- Ability to solve practical problems and adapt to changing conditions.
- Strong organization and planning skills.
- Technical background in chemistry is helpful but not required.
- Must be a U.S. citizen or permanent resident.
Physical Requirements
Duties involve using a computer keyboard and mouse, and a telephone with a wireless headset. The role requires the ability to sit for extended periods and may involve limited movement around the office. No heavy lifting is required.
Why Thatcher is right for you
- Competitive salary.
- 100% company-funded Profit-Sharing Plan (up to 25% of salary annually).
- 401(k) with traditional and Roth contribution options.
- Comprehensive benefits: medical, dental, vision, life insurance, short- and long-term disability, HSA/FSA.
- 3+ weeks of Paid Time Off (PTO) and paid holidays.
- Education reimbursement and ongoing professional development.
The pay for the successful candidate will depend on various factors, including qualifications, education, and prior experience. Applications will be accepted while this position is posted on our Careers website. Thatcher is an Equal Opportunity/Affirmative Action employer, including protected Veterans and individuals with disabilities.
Key skills/competency
- Customer Service
- Order Processing
- Communication
- Problem-Solving
- Time Management
- ERP Systems
- MS Excel
- MS Word
- Relationship Management
- Chemical Industry
Skills & topics
- Customer Service Representative
- Customer Support
- Order Processing
- Account Management
- Client Relations
- Manufacturing Support
- ERP Systems
- MS Excel
- Problem Solving
- Communication Skills
How to get hired
- Tailor your resume: Highlight customer service experience, manufacturing environment work, and proficiency in MS Office and ERP systems.
- Craft a strong cover letter: Emphasize your problem-solving, communication, and organizational skills, and express your interest in Thatcher Company's mission.
- Prepare for behavioral questions: Be ready to discuss how you handle customer complaints, manage multiple tasks, and work in a team.
- Showcase your technical skills: Be prepared to discuss your experience with order entry, mathematical computations, and any relevant technical background.
- Research Thatcher Company: Understand their commitment to essential chemistries, safety, and sustainability to align your application with their values.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the primary responsibilities of a Customer Service Representative II at Thatcher Company?
- The primary responsibilities include managing customer orders, processing inquiries via phone and email, coordinating deliveries, arranging container returns, resolving complaints, and supporting the sales team. You will ensure customer satisfaction and contribute to company profitability.
- What qualifications are needed for the Customer Service Representative II role at Thatcher Company?
- A preferred Associate's or Bachelor's degree in business or communications, 1-2 years of experience in a fast-paced manufacturing environment, computer proficiency (MS Excel, Word, ERP systems), strong math skills, fluent English, and problem-solving abilities are required. U.S. citizenship or permanent residency is also necessary.
- Does Thatcher Company offer career growth opportunities for a Customer Service Representative II?
- Yes, Thatcher Company emphasizes ongoing professional development and offers education reimbursement, indicating a commitment to employee growth within various roles, including customer service.
- What is the work environment like for a Customer Service Representative II at Thatcher Company?
- The role operates in an office setting, primarily involving computer and phone use. It requires sitting for extended periods with some limited movement. While a technical background in chemistry is helpful, it is not a requirement for this position.
- How does Thatcher Company support its employees, and what are the benefits for a Customer Service Representative II?
- Thatcher Company offers competitive salary, a 100% company-funded Profit-Sharing Plan, 401(k) options, comprehensive medical, dental, vision, life, and disability insurance, generous PTO, and paid holidays, along with education reimbursement.
- Is there a specific salary range for the Customer Service Representative II position at Thatcher Company?
- The provided description states that the pay will depend on various factors such as qualifications, education, and prior experience. Specific salary ranges are not detailed, but a competitive salary is mentioned as a benefit.
- What kind of mathematical or technical skills are expected for this role?
- Competency in basic mathematical concepts like multiplication, division, percentages, fractions, ratios, and metric conversions is required. While a chemistry background is helpful, it is not mandatory.
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