Customer Service Associate

Представяне

As a Customer Service Associate, you will play a key role in delivering an exceptional customer and supplier experience by providing professional, timely, and accurate support to our commercial partners. You will manage supplier and customer requests, administer supply and sales contracts, coordinate deliveries and fixations, and resolve contract- and delivery-related issues. 

In this role, you’ll ensure high service standards for both internal and external partners while building strong, trust-based relationships with customers and suppliers. You will also oversee lead-time reporting, manage supplier claims, support risk reporting, and collaborate closely with purchasing and logistics to maintain full compliance with all legal documentation requirements. 

Beyond daily operations, you’ll actively contribute to project work and continuous improvement initiatives aimed at enhancing process efficiency and overall service quality.

Customer Service Associate

Отговорности:

Customer/Supplier Support : Serve as the primary point of contact for commercial clients and suppliers, responding promptly and professionally to inquiries, complaints, and requests.  

Issue Resolution:  Identify and analyze customer and supplier issues, troubleshoot problems, and provide effective solutions in a timely manner to ensure satisfaction.  

Relationship Building:  Establish and maintain positive relationships with commercial clients, understanding their needs, preferences, and business requirements to provide personalized and tailored service.  

Product Knowledge:  Develop a deep understanding of our products and services to confidently address customer and supplier inquiries, provide accurate information, and suggest appropriate solutions.  

Order Processing:  Process commercial orders and manage supplier requests accurately and efficiently, ensuring proper documentation, adherence to established procedures, and timely order fulfillment.  

Documentation and Reporting:  Maintain comprehensive and accurate records of customer and supplier interactions, inquiries, and resolutions in the designated systems.  

Cross-functional Collaboration:  Collaborate with internal teams, such as Raw Material Purchase, local Supply Chain Management, Accounting, and Hedging and Controlling to ensure seamless experiences for both customers and suppliers and effective problem resolution.  

Customer Feedback:  Collect and relay customer feedback, suggestions, and concerns to the appropriate departments for continuous improvement of products, services, and processes.  

Policies and Procedures:  Adhere to company policies, procedures, and service standards to uphold a consistent level of service excellence. Additionally, ensure compliance with all legally required documentation for deliveries in collaboration with the logistics department.  

Professional Development:  Stay up to date with industry trends, product knowledge, and customer service best practices to enhance your skills and contribute to the growth of the Commercial Department. Engage in project work and continuous improvement initiatives to enhance overall efficiency and effectiveness

Изисквания:

High school diploma or equivalent; Associate or Bachelor’s degree is a plus. 

At least 3 years of work experience in customer service or a related field, preferably in a commercial or B2B environment.  

Proficiency in using CRM software, ticketing systems, and other customer service tools.  

A background in the metal recycling market is ideal.  

Special Skills 

Excellent verbal and written communication skills, with a professional and courteous demeanor.  

Strong problem-solving and analytical abilities to assess and resolve customer issues effectively.  

Empathy and patience in dealing with customers, showing genuine care and concern for their needs.  

Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.  

Detail-oriented with excellent organizational skills to maintain accurate customer records.  

Strong team player with the ability to collaborate and communicate effectively with cross-functional teams.  

Flexibility to adapt to changing priorities and work schedules, including occasional evenings or weekends.  

Persuasive communication skills in positive or negative situations, portraying customer, business, and solution-focused leadership.  

Strong work ethic and commitment to change and continuous improvement.  

Receptive to constructive feedback and capable of giving feedback to others.  

Effective presentation skills, obtaining buy-ins from stakeholders.  

Effective conflict management abilities.  

Embrace challenge and change with a passion for metals and project results.  

Promote productive exchanges of ideas and expectations. 

Physical Requirements

May be required to observe and walk in a smelter environment.   

Must be willing and physically able to work in varying cold and heat situations.   

Could have times that are prolonged periods of walking, standing, and bending.   

Prolonged periods sitting at a desk and working on a computer.   

Must be able to lift up to 15 pounds at times.   

Ability to travel throughout the facility as required to conduct audits and make observations   

Must wear all required PPE when in protected areas.   

Required to reach and grasp with hands and reach with arms.   

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.   

Willing and physically able to travel domestically and/or internationally if requested.

Ние ви предлагаме:

401(k)

401(k) matching

Dental insurance

Disability insurance

Health insurance

Vision insurance

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Аурубис е работодател, който осигурява равни възможности за всички кандидати. Решенията относно назначаването на нови служители се вземат независимо от националния или етнически произход, цвят на кожата, религия, пол, сексуална ориентация, полова идентичност или изразяване, възраст, наличието на увреждане или други характеристики, като се спазват законовите изисквания.