Position Description: Customer Service Representative
Overview:
The Customer Service Representative is responsible for answering customer calls and emails with
orders, questions, and concerns in a courteous and professional manner.
Responsibilities (May include, but are not limited to):
• Uphold the fundamentals of the Nicholson Nine and Responsible Care Guiding Principles.
• Provide customer service and support from receiving customer’s order to shipment follow-up and
complaint handling within required timeline and highest level of accuracy.
• Working in tandem with the sales staff to ensure perfect service.
• Timely fulfillment of customer requests.
• Coordinating production, delivery and purchasing schedules with sales order delivery requirements
• Record customer service issues, coordinate the investigation with relevant parties and provide root
cause, corrective and preventive actions to customer in some cases.
• Price verification and quote maintenance.
• Continuous process improvement.
Complexity of Duties:
• Chemical manufacturing and distribution focus requires basic technical knowledge and
understanding of the industry.
Required Education / Competencies / Equivalent Experience (Prior to hire / transfer):
• Some college or at least 2 years of relevant working experience in Customer Service is highly
preferred.
• Excellent oral and written communication skills.
• Excellent interpersonal skills and teamwork spirit.
• Strong analytical and problem-solving skills, quick in learning, and able to work under pressure.
• Above average math, spelling, and problem-solving skills.
• Must be able to handle multiple tasks at one time.
• Must be very detail oriented and extremely accurate.
• Must work well as part of a team and have a desire to be a positive and friendly service provider.
• Must be punctual with excellent attendance.
• Must have good memory skills.
• Must be flexible and able to work in an environment where change is the norm and accept other jobs
being assigned according to Customer Service Team objectives.
• Working knowledge of computers. Microsoft Office software preferred.
Location / Reporting Relationship:
The position is based at the PVS Cleveland Warehouse in Painesville, OH and reports to the
Administrative Supervisor.