The customer service representative is the main customer contact, focusing on order management through the entire lifecycle of the customer order from order receipt and entry to product delivery and invoicing. The CSR is also responsible for proactive issue resolution for their managed accounts; addressing issues related to product availability, customer returns and complaints, and credit or pricing together with the appropriate Innophos internal functions (Supply Chain, Finance, Sales, etc.)
This is a great opportunity for an experienced professional or a recent graduate looking to kick start their career within Supply Chain Management and grow in a key part of Innophos organization. This role enables you to interact with cross functional business partners within Innophos (Sales, Logistics, Planning, Finance, etc.), and can provide a pathway to future career progression in other parts of the organization.
Serve as primary contact for key customers. Proactively communicate via phone and email. Maintain customer data, notes, and templates in the Innophos ERP system (JDE)
Receive, enter, track, and manage customer orders using JDE
Interact daily with our Sales Executives, partnering to provide outstanding customer care
Advocate for customer internally resolving issues regarding product availability, credit, and pricing
Ensure that inventory is appropriately committed to orders, and coordinate with warehouses, plants, and external logistics partners as necessary to resolve any shipment related issues
Initiate resolution of customer complaints by utilizing Innophos complaint tracking system (ETQ). Investigate and resolve customer complaints originating in the CS department
Obtain approvals and follow through on customer returns, associated credit memos and price overrides
Follow all environmental, health and safety protocols
Other related tasks as defined by Manager
Required Education and Experience
College degree required
Customer service experience preferred
Required Knowledge, Skills and Abilities
Excellent computer skills (MS Office, interface applications); knowledge of ERP system functionality preferred
Effective verbal and written communication skills; ability to be articulate, diplomatic, and professional
Ability to work effectively in a fast-paced environment, remaining focused, flexible and detail oriented
Capability to project a professional presence with external and internal customers
A strong work ethic, a passion for learning, and strong personal integrity
Innophos is a leading international producer of specialty ingredient solutions that deliver far-reaching, versatile benefits for the food, health, nutrition and industrial markets. We leverage our expertise in the science and technology of blending and formulating phosphate, mineral and botanical based ingredients for our customers.
Our people are the heart of our organization and the foundation of our success. We are driven by our core values of safety, diversity, integrity and collaboration.
Headquartered in Cranbury, New Jersey, Innophos has manufacturing operations across the United States, in Canada, Mexico and China and sells into over 70 countries.