Senior Customer Service Representative

Lubrizol, a Berkshire Hathaway company, is a technology-driven global company that combines complex, specialty chemicals to optimise the quality, performance and value of customers’ products while reducing their environmental impact. Lubrizol produces and supplies technologies to customers in the global transportation, industrial and consumer markets.

The Senior Customer Service Representative (CSR) is the primary resource for guiding our customers through the order handling process and can have a direct impact on our sales by cultivating long-term relationships with our customers. The role contributes to the company's success by ensuring that our customers find doing business with Lubrizol exceeds their expectations. They are responsible for delivering an exceptional service experience to every internal and external customer. The CSR ensures customer satisfaction by understanding the customers’ needs and expectations and providing timely, professional and proactive communication.

* Ensures order entry and acknowledgement is completed within published guidelines and that shipping and billing information is accurate for each order. * Facilitates product management, pricing, technical, quality and regulatory requests. * Actively seeks out workload balance within department. Ensures customer accounts are managed when backup coverage is needed. * Guides customers through the material complaint process including processing replacement orders, RCCA communication, and credits in a timely manner. Ability to recover effectively from a service failure while turning it into an opportunity to strengthen customer relationships. * Handles more complex accounts and / or accounts where inventory management could be required. * Understands and analyzes customers’ buying habits and needs as they relate to Lubrizol's business interests and objectives. * Works on special projects and trains others in new systems, processes and/or transfer of responsibilities with customer accounts. * Provides coaching and assistance to less experienced CSR's. * Assists in writing/updating/maintaining training materials and procedures when appropriate. Looks for opportunities for continuous improvement throughout the order handling process. * Participates in interdepartmental meetings, audits and/or other duties as assigned.

* Bachelor’s degree from an accredited university and/or 3-5 years progressive experience in chemical or manufacturing customer service. Preferably personal home care, cosmetic or skin care industries. * Computer literate; must be proficient in Excel. * Ability to communicate effectively, both written and verbal. * Highly developed interpersonal skills with the ability to work with a team; both within the department and other departments. * Develops the trust and respect of customers through timeliness, accuracy, and dependability. * Detail oriented with ability to prioritize and follow through with commitments. * Exceptional problem-solving and multi-tasking skills and can easily adapt to change. * Excellent work ethics including a willingness to work the hours necessary to complete the job.