Customer Service Representative

​​Salary Range: $55,000 - $56,000 

About Lubrizol  
The Lubrizol Corporation, a Berkshire Hathaway company, is committed to enabling a sustainable future. Our unmatched science unlocks immense possibilities at the molecular level, driving sustainable and measurable results to help the world Move Cleaner, Create Smarter and Live Better. Our solutions are used by people every day, improving billions of lives around the world. 

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life. 

POSITION SUMMARY

The customer service representative manages and maintains multiple customer accounts.  Supports and collaborates with Regional Sales Managers (RSM) worldwide, and tracks part numbers.  Reviews in detail, all orders received from medical device manufacturers for contract extruded thermoplastic tubing received via e-mail or online.  

DESCRIPTION OF ESSENTIAL DUTIES

• Manages extremely heavy volume of e-mails on a daily basis for communications with employees, customers and Regional Sales Managers (RSM) worldwide
• Confirms accuracy of new orders by comparing purchase order, customer drawing, terms, revision levels, dimensions, materials, unit prices, lead times/shipping date, anticipates possible delays, and proactively plans for every order
• Manages customer inventory levels for product on consignment and Kanban programs
• Computes price, discount, sales representative's commission, and shipping methods as required
• Specifies if special labeling is required for shipment and in some instances supplies to the shipping department
• Receives and delegates customer complaints
• Confers with production, shipping, warehouse employees or checks in common carrier websites to trace missing or delayed shipments
• Submits shipping documents to all international customers daily
• Compiles statistical data and prepares various reports for management including maintaining the purchase order log and tracking data for On-Time-In-Full (OTIF) matrix on a daily basis
• Maintains accurate customer name and addresses on database
• Provides inside sales support to customers without a dedicated RSM
• Other duties as assigned.

DESCRIPTION OF MARGINAL DUTIES

• Prepare customer spreadsheets for open orders, as necessary or required.
• Send international customers shipping/ tracking information.
• Walks the clean room floor to get familiar with parts and the internal functions of parts one to two hours per week.

HIRING GUIDELINES

• 3+ years of customer service experience
• 5+ years of experience in a manufacturing environment; medical and FDA experience a plus
• College degree a plus

OTHER GUIDELINES

• Knowledge of advanced statistical concepts
• Ability to work in a fast paced environment
• Ability to multi task is essential to success
• Excellent written and verbal communication skills
• Willing to work in a team environment and contribute to group goals

• Ability to receive and provide instructions in a positive manner
• Clear and concise customer communication, both verbal and written
• Detail oriented to the extent of minimal to zero errors
• Organized with great follow up and follow-through skills
• Strong initiative skills for getting the answer for the customer
• Ability to be proactive on potential late shipments and occurring lates
• Ability to interact with all departments within the organization.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Use of Technology - Demonstrates required skills; adapts to new technologies; keeps technical skills up to date.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service - Manages difficult and/or complex customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Personal Appearance - Dresses appropriately for position; keeps self well groomed.

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential

functions.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of employees of the organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills

To perform this job successfully, an individual should have knowledge of internet software; inventory programs; QAD order processing systems and MS Office Applications such as Word, Outlook, Excel and Access.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear.  The employee is frequently required to use hands to finger, handle, or feel.  The employee is occasionally required to stand; walk and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and high, precarious places. The noise level in the work environment is usually moderate.

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

Lubrizol Benefits

Competitive salary with performance-based bonus plans

401K Match plus Age Weighted Defined Contribution Plan

Competitive medical, dental & vision offerings

Health Savings Account

Paid Holidays, Vacation, Parental Leave

Learn more at benefits.lubrizol.com

If you’re interested in the position, we encourage you to apply. Lubrizol is always looking for candidates who embody our cultural beliefs in everything they do. If you’re All In, Lead Decisively, Take Action, Think External, and can Be Courageous, Lubrizol could be the place for you.