Customer Service Rep - Commercial - Quaker Houghton

About Us

At Quaker Houghton, we are experts in the development, production and application of industrial process fluids, lubricants and coatings for the manufacturing industry. We have been an integral part in the growth of the world’s largest industrial and manufacturing companies from aerospace and automotive to primary metal and energy. Today, we have a global presence, with our corporate headquarters located in Conshohocken, PA. Quaker Houghton is a global publicly traded company with a unique collaborative culture that supports career growth for its colleagues and offers competitive compensation and benefit programs.

Job Summary

Provides fast and accurate processing of orders, inquiries and return authorizations in a customer service environment in the manufacturing sector.

The Customer Service Representative is the primary liaison between the customer and SIFCO ASC. Position provides price and delivery information for standard products; accepts and enters domestic and international orders; assists customers with order status updates and other service-related issues; and shares the responsibility of fielding and directing incoming phone calls and email inquiries.

• Review, process and follow up on orders and inquiries by telephone, fax, internet, and correspondence from customers and Technical Sales Representatives. Order processing through company ERP system and to include for both domestic and international customers
• Responsible for timely customer communications (via email, internet, phone calls and fax) including but not limited to pricing information, order confirmation, shipping status / details, warranties / terms of sale, returns, and general company information.
• Proactively review open order reports / information and previous days shipments to provide documentation as requested to customers and internally to Manufacturing, Shipping or Sales teams.
• Provide quotes with pricing and lead times to customers for SIFCO ASC products using the ERP system.
• Process and monitor Return Material Authorizations for customer returns, refunds, exchanges, or credits.
• Own, manage, maintain, and accurately update customer data and files. Obtain required approvals for changes to customer-specific information when needed.
• Ensure a high level of customer satisfaction through accuracy of information and minimum response time to inquiries.
• Other job responsibilities and requirements that may be assigned. Work Environment / EHS Responsibilities

Work Environment/EHS/Physical Demands:

• While performing the duties of this job the employee is frequently required to sit, stand and walk; use hands to finger or handle; reach with hands and arms; talk and hear.
• The employee is occasionally required to climb or balance. The vision requirements include close vision, distance vision and peripheral vision.
• This position requires minimal travel. Must be able to don and wear personal protective equipment (PPE) as required by work environment.
• The work is generally performed in an office environment and the noise level is usually quiet. Some work performed in chemical manufacturing environment or shipping/receiving area.

What Do We Look For?

• HS Diploma/GED required
• College degree preferred
• Proficient in Excel, Word, Outlook, and ERP order-entry software
• Professionally bilingual (Spanish) is a plus

Relevant Experience:

• 3 to 5 years of comparable customer service work experience, preferably in an industrial or manufacturing environment.
• Experience with Customer Online Purchasing Portals (such as – Ariba, Coupa, Transcepta, InvoiceWorks, etc.).
• Understanding of shipping terms, methods, and restrictions. Specific past work experience with or for a freight forwarder or international logistics company is a plus.
• Experience with shipment of hazardous materials or specific certification for related DOT, IATA, and ICAO regulations is a plus.

Required Skills and Competencies:

• Professional verbal and written communication skills.
• Well organized and self-directed. Ability to multi-task in a flexible environment with minimum supervision.
• Attention to detail with focus on problem-solving, accuracy, quality, and follow-up.

Quaker Houghton is an equal opportunity employer committed to creating a diverse workforce. Quaker Houghton provides equal employment opportunity for all qualified candidates. Quaker Houghton does not discriminate against any candidate for employment based on race, color, religion, sex, gender, gender identity or expression, affectional or sexual orientation, pregnancy, age, creed, ancestry, national origin, citizenship, marital or domestic partnership or civil union status, veteran’s status, physical/mental disability, genetic information, or any other category protected by U.S federal, state, and/or local employment law. Furthermore, Quaker Houghton is committed to providing reasonable accommodations to qualified candidates with physical and/or mental disabilities. Applicants with a disability who need assistance applying for a position may emailOneHR@quakerhoughton.com.