About TRI-KSince 1974, TRI-K Industries, Inc. has been a leading manufacturer of specialty ingredients, bringing innovative concepts and products to life for the cosmetics industry. TRI-K strives to keep ahead of the curve with a specialization in cosmetic proteins and multi-functional peptides, natural actives, preservatives, and mild surfactants. TRI-K is a member of the Galaxy Group, with sales offices, manufacturing facilities and partners around the world. At TRI-K, we combine an awareness of consumer trends with innovative technologies to maintain our superior offering in the industry. Our in-house development team is constantly pioneering the discovery of new materials, resulting in enhanced consumer benefits. TRI-K Industries is a wonderful place to start your career with opportunities to learn and grow.Role Purpose: Process incoming customer orders/sample orders, prepare freight quotes, address inquiries, follow up on shipments and orders, follow up on prepayments and assist with problem resolution. Supports Sales, Accounting, and other departments in achieving superior customer satisfaction for maximum growth.Position Reports to: Supervisor of Customer EngagementPositions Reporting to this Position: noneRole Objectives:Receives and processes sales orders and sample orders received by telephone, fax, mail, or electronic services in an efficient and expedient mannerPrepares, forwards, and retains order acknowledgementsEnters and maintains customer information and "special pricing" databaseRoute orders via customer's preferred method, direct routing, indirect routing, portal entry etc.Invoice shipments and send shipping documents to the customer in a timely manner.Process credit card paymentsResponds to general inquiries from management, customers, and sales representatives related to orders, products, literature, shipping and delivery, pricing, availability, packaging, and ETA'sWorks closely with sales representatives to be proactive in meeting customer needs and keeping them informed of all activities associated with their accountsCollaborates closely with Supply Chain, Manufacturing and Accounting to ensure seamless execution of on time order fulfillmentAdheres to departmental service level agreements and responds to customers within 24 hoursRecommends additional sales to meet minimum orders or identifies opportunities to offer alternate sizes when applicable.Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, delivery datesAssists shipping with efforts to maintain quality service by maintaining updated shipping and packaging requirementsPrepares and runs KPI reports and performs special projects as requestedSupports team members and serves as back up to absorb workload of other team members when they are outResearches and responds to customer complaints in accordance with our CAPA policy and procedures.Assists in quarterly and annual auditsWrites and maintains SOP's pertaining to specific job dutiesRequirementsRequirements:To perform the job successfully, an individual should demonstrate the following competencies:Demonstrates attention to detailIdentifies and resolves problems in a timely mannerMaintains confidentialityWrites clearly and informativelyUnderstands business implications of decisionsCompletes tasks correctly and on timeShows adaptability by changing approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.Shows judgment and planning ability by using time efficientlyReacts well under pressureDemonstrates accuracy and thoroughnessMaintains a pleasant, professional demeanor when dealing with customersQualifications: High School Diploma or equivalent; Associate's Degree preferredTwo years related experience or relevant trainingAbility to calculate figures and amounts such as discounts, interest, commissions, percentages.Microsoft Office (Excel, Work, Power Point, and Teams) and working knowledge of Navision, SAP or equivalent MRP systems a plus.We offer a competitive compensation package including:• Medical• Dental• 401 (K)• Vision• Paid Time Off• Life Insurance• In addition to other programs and plansTRI-K Industries is an equal opportunity employer and we celebrate and value diversity in our workforce. Hiring decisions are based on qualifications, merit, and business needs.
Job Title
Customer Service Representative