Customer Service Representative

Full Job Description

As a valued Univar Solutions employee, you understand that we are more than a distribution company – we’re a leading, global partner dedicated to improving quality of life for our customers through the products, expertise, and relationships that serve the world’s most essential industries.

Creating great chemistry is not just about the innovative products and services we safely deliver to customers around the world. It also takes people – people like you – and today, our worldwide team of more than 10,000 employees is helping build a company where the best people want to work. We’re thrilled that you are exploring opportunities where your actions will make a positive difference every day.  We look forward to building a strong future together.

Responsible for leading and ensuring effective sales order management. Serves as the single point of contact to provide consistent, positive customer experiences. Responsible for initial order entry, management of order changes, and order fulfillment coordination. Empowered to make decisions on behalf of company in alignment with Univar strategy, guiding principles and customer satisfaction. Leads resolution of service issues that directly impact customer order fulfillment. Assists in earning Customers for Life through the establishment of positive customer relationships while enhancing customer satisfaction and confidence. Suggests additions to sales orders based on customer purchase history, knowledge of vertical markets, and commercial strategy. Gathers market intelligence for entry into CRM System.

Responsibilities:

A. Receives and processes customer purchase orders

• Enters orders received via telephone and online in real time.

• Enters electronic, paper and manual orders online.

• Verifies & confirms customer orders and delivery expectations.

• Quotes prices according to uniform pricing strategy and current market pricing.

• Tracks order exceptions and maintains as needed.

B. Develops solutions to customer needs/opportunities

• Evaluates needs/opportunities and matches them with Univar USAs products/services.

• Establishes communication with appropriate internal Univar personnel (e.g. Operations, Sales, and MPU) to ensure timely responses to fulfillment issues.

• Recommends increases in size of order by using sales history information.

C. Builds and sustains long-term customer partnerships

• Creates mutually beneficial relationships with customers through establishment of rapport coupled with responsiveness to customer needs (return messages, timely follow-through).

• Maintains up-to-date information on customers (contacts, products, requirements, etc.). Ensures accuracy of customer information records and associated message text in Univar system.

• Fulfills customer expectations with realistic commitments.

D. Displays effective interpersonal & communication skills (internal/external)

• Delivers timely and accurate information to customers & internal business partners both verbally and in writing.

• Actively listens.

E. Demonstrates knowledge of Univar USA Inc.

• Understands Univar vision, mission statement & quality process.

• Understands customer service policies & procedures.

F. Teamwork: collaborates with team members

• Seeks good communication and cooperation within Univar USAs organization.

• Coordinates all routine aspects of customer orders, requests, and inquiries.

• Identifies and uses internal resources as needed to complete tasks.

• Supports team goals.

• Is receptive/flexible/adaptable to change.

G. Understands, generally, about competitors and their services

H. Resolves problems/nonconformances quickly

• Uncovers and verifies problems/nonconformances.

• Probes for all details on expressed concerns.

I. Effectively uses the CASES process.

• Adheres to company quality processes, as applicable.

• Assists to resolve product quality issues in an efficient and timely manner, as applicable.

J. Completes all paperwork, reports and administrative tasks in a timely, complete and accurate manner.

Skills:

• Communication and active listening skills

• Telephone skills

• Knowledge of Univar USA products, services, and the industries we serve

• Problem-solving

• Keyboarding and basic PC skills

• UVX /ERP System Skills

• General knowledge of pricing and marketing strategy

Experience: 

• 0-2 years with a degree and prior customer service, customer solutions and/or sales experience.

• Minimum 2-plus years prior customer service, customer solutions and/or sales experience without a degree.

Education/Training:

• Bachelors degree or related job experience preferred

• ERP/CRM experience preferred.

Univar Solutions is an equal opportunity employer.  All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification.