Sea-Land is an employee-owned specialty chemical distributor in Cleveland, Ohio. For 60 years, Sea-Land has provided agile, comprehensive, and technology-driven solutions for our customers' chemical supply, inventory requirements and product development needs.The Customer Service Specialist is critical to supporting Sea-Land's customer relationships. The Specialist works closely with our sales team, manages customer orders, and develops and maintains positive relationships with customers through excellent communication and responsiveness. The ideal Customer Service Specialist is eager to learn, highly organized, enjoys solving problems, makes good decisions, and stays calm under pressure to support our customers. Sea-Land's culture prioritizes learning and development and encourages curiosity and professional growth. This position works a hybrid schedule consisting of 3 days per week in our Cleveland office and 2 days from home.Essential Functions and Duties
- Processes customer sales orders and returns in a timely manner. This is done via phone, email, and online tools.
- Develops and maintains relationships with assigned Account Managers. Communicates proactively and stays current on issues relating to covered accounts.
- Embraces technology and uses systems for efficient order management.
- Collaborates with all Sea-Land departments, including sales, pricing, supply chain and accounting, and owns the process of obtaining information needed to complete orders and ensure prompt delivery of customer shipments.
- Maintains all required forms necessary to process orders accurately and timely, including new customer onboarding documents, pricing, shipping requirements, terms of sale, customer special instructions, and more as required.
- Collaborates with external partners (warehouses, carriers, suppliers) to create a seamless customer experience.
- Manages logistics and obtains freight quotes as needed.
- Demonstrates attention to detail and produces accurate work.
- Replies to customer inquiries and complaints promptly and courteously with detailed information.
Critical CompetenciesAnalytical Thinking: Able to improve processes and solve problems and complex tasks by analyzing information, breaking it down into smaller parts, and weighing alternatives.Building Collaborative Relationships: Builds partnerships and works collaboratively with internal and external colleagues to meet shared objectives.Communication Skills: Communicates using email, chat, and other tools to deliver information that conveys a clear understanding of the unique needs of different audiences.Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.Drive for Results: Works in a manner that demonstrates ownership of each customer order, including following established guidelines, and working with internal and external colleagues to gather required information to process orders to completion.Priority Setting: Concentrates efforts on what is most important and maintains a high level of completed work.Thoroughness: Completes work carefully to ensure accuracy and attention to detail.RequirementsBasic QualificationsBachelor's Degree in Business, Marketing or related fieldIn lieu of a degree, 5 years' experience in a B2B customer service and/or sales roleBilingual candidates (English and Spanish) are encouraged to apply, but this is not a required skillRequired Skills
- Excellent verbal and written communication skills
- Demonstrated ability to learn quickly and adapt as needed
- Ability to work well with team members and others across the organization
- Technically savvy and ability to learn and navigate in new systems
- High degree of organizational skills and multi-tasking capability
- Ability to manage multiple customer orders simultaneously
- Attention to detail and follow through skills
- Demonstrated problem solving skills
- Proficient with Office 365 tools and SAAS tools
- Experience with Microsoft Dynamics ERP / CRM helpful but not required