Customer Service Representative

Customer Service Representative

IEWC is seeking a Customer Service Representative (CSR) to provide best‑in‑class support for customers. The CSR manages day‑to‑day customer activities such as orders, presale inquiries, and post‑sale transactions, and collaborates with internal partners to meet customer needs.

• Manage customer orders with high accuracy by reviewing purchase orders (PO), Customer Material Information (CMI), and entering orders into SAP and Rubicon.
• Respond to all customer inquiries with urgency and first‑contact resolution.
• Run back/late order reports and collaborate with customers to manage expectations and proactively resolve problems.
• Administer customer order changes, expedites, tracking, and cancellations.
• Assist in updating customer and material information promptly in SAP.
• Administer sample requests from customers and the Sales team.
• Process all incoming emails, calls, and faxes promptly and with high accuracy.
• Work independently with minimal supervision in a fast‑paced environment.
• Contribute to process efficiency and continuous improvement of the customer experience.
• Resolve product or service problems by clarifying complaints, determining causes, creating return authorizations, providing the best solution, expediting corrections or adjustments, and following up to ensure resolution.
• Work in SAP, Microsoft Word, and Excel. Experience in Rubicon is a plus.
• Collaborate with the appropriate salesperson to service the customer on any changes in the Customer Master file.
• Actively participate in opportunities to improve knowledge of the company, products, markets, and systems.
• Use continuous improvement methodology and internal and external resources to enhance the customer experience and drive process efficiency.
• Proactively collaborate with other team members to provide support and share information to ensure daily tasks are completed and both customer and business needs are met.
• Maintain and enhance technical competency and customer service skills.
• Actively work toward and contribute to the success of all individual and team goals/metrics.

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• 6 months+ of customer service experience in any industry.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical and business information and deal with several abstract and concrete variables.
• Ability to work with Microsoft, Salesforce, SAP, and all standard current computer applications.