Customer Service Associate

Introduction

Aurubis – metallurgy is our passion. We are a leading global multi-metal company and one of the largest copper recyclers worldwide. We process complex metal concentrates, scrap metals, and metal-bearing recycling materials into metals of the highest purity. These metals serve as the basis for key megatrends such as digitalization, renewable energies, e-mobility, and urbanization. Aurubis has about 7,100 employees, production sites in Europe and the US, and an extensive worldwide distribution system. Join our team and promote progress together with us!

We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Associate in our Commercial Department. As a Customer Service Associate, you will play a crucial role in ensuring exceptional customer experiences by providing top-notch service and support to our commercial clients. You will be responsible for handling inquiries, resolving issues, and building strong relationships with our valued customers. If you have excellent communication skills, a passion for customer satisfaction, and thrive in a fast-paced environment, we would love to have you on board.

Customer Service Associate

Your Tasks

Responsibilities 

• Customer Support: Serve as the primary point of contact for commercial clients, responding promptly and professionally to inquiries, complaints, and requests via various communication channels, such as phone, email, and live chat. 
• Issue Resolution: Identify and analyze customer issues, troubleshoot problems, and provide effective solutions in a timely manner to ensure customer 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 inquiries, provide accurate information, and suggest appropriate solutions. 
• Order Processing: Process commercial orders accurately and efficiently, ensuring proper documentation, adherence to established procedures, and timely order fulfillment. 
• Documentation and Reporting: Maintain comprehensive and accurate records of customer interactions, inquiries, and resolutions in the designated systems. Generate reports as required to track customer service metrics and identify trends or areas for improvement. 
• Cross-functional Collaboration: Collaborate with internal teams, such as Sales, Marketing, and Operations, to ensure seamless customer experiences 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. 
• 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. 

Your Profile

Qualifications 

• High school diploma or equivalent; associate or bachelor's degree is a plus. 
• Proven experience in customer service or a related field, preferably in a commercial or B2B environment. 
• 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. 
• Proficiency in using CRM software, ticketing systems, and other customer service tools. 
• 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. 

Special Soft Skills Needed 

• Must be highly organized and detail oriented. 
• Ability to manage multiple priorities and meet tight deadlines. 
• work independently and as part of a team, with a proactive attitude and a willingness to take on new challenges. 
• Individual must thrive in a fast-paced environment in which he/she must be strategic yet tactical. 
• Able to speak persuasively in positive or negative situations.  
• Ability to portray customer, business, and solution focused leadership. 
• Exhibits a strong work ethic– willingness to do what it takes to get the job done. 
• Proven commitment to change and continuous improvement. 
• Exceptional communication skills – includes listening, leadership style, speaking, etc. to effectively communicate targets and goals to his/her team. 
• Must possess the ability to receive and give constructive feedback. 
• Capability to clearly present information and obtain others’ buy-ins. 
• The ability to provide direction and guidance to a group of people. 
• Must possess strong analytical and problem-solving ability, with affinity for resourcefulness, and self-driven entrepreneurial style. 
• Proven ability to motivate teams and manage conflict effectively. 
• The ability to act decisively and solve staff or equipment related problems.  
• Possess a mindset that embraces challenge and change.  
• Passion for metals in general and for project results in specific as well as clear willingness for self-development. 
• Must be able to motivate employees, exchange ideas and expectations in a productive manner, learn to be an adaptable and relatable leadership figure to others. 
• Ability to promote win-win outcomes in the workplace 

Education

• High school diploma or equivalent; associate or bachelor's degree is a plus. 

Physical Requirements

• Varying periods of time sitting at a desk and working on a computer – some may be prolonged periods. 
• Proficient use of a computer, keyboard, and mouse for extended periods. 
• Ability to hear and understand verbal communication, both in person and over the phone. 
• Sufficient vision to read and work with computer screens, documents, and other materials. 
• Occasional lifting and carrying of office supplies, files, or equipment (e.g., boxes of paper, small office equipment). 
• Maintaining proper posture and ergonomic positioning while sitting at the desk. 

We Offer

• 401(k) with company match
• Dental Insurance
• Health Insurance
• Vision Insurance
• STD
• LTD
• Competitive Vacation Plan
• ...and more!

Interested?

What does Aurubis stand for? Take a look here!

Aurubis considers qualified applicants for employment without regard to sex, race, color, religion, ethnic or national origin, gender, sexual orientation, gender identity or expression, age, pregnancy, leave status, disability, veteran status, genetic information and/or any other characteristic or status protected by national, federal, state or local law.

Salary : $32,400 - $41,000