Customer Account Specialist

Dover Chemical Corporation, a sister subsidiary of Primex Plastics; both Primex and Dover Chemical are subsidiaries of ICC Industries, a leader for over 50 years in the international and domestic trading, manufacture, and marketing of chemicals, plastics, and pharmaceuticals has an opening for a salary non-exempt position of Customer Account Specialist at its Dover, OH manufacturing facility, as part of the Customer Service team. Dover Chemical Corporation is a global leader in lubricants, plastic additives, and other specialty chemicals used in a variety of industries and construction.

ESSENTIAL FUNCTIONS and JOB RESPONSIBILITIES

• Project a professional company image with customers primarily through extensive telephone and email interaction.
• Single point of contact to provide consistent positive customer experience building customer relationships and earning their loyalty and trust.
• Manages the day-to-day activity of assigned customer accounts and will assist in any customer needs (troubleshooting problems, in-taking orders, on-time delivery, resolving a range of customer and service concerns, etc.).
• Enters data into order entry computerized system, checks inventory, provides ship and delivery dates for bulk and drum orders and confirm same with customer, sales reps, shipping, and/or production managers.
• Must be able to effectively handle multiple projects simultaneously in a deadline driven environment.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Follows up with customers on orders to ensure delivery by specified dates
• Change dates, quantity when needed, quote pricing, update prices in customer profile.
• Cover phones and transfer calls to appropriate staff, answer emails from shipping, sales reps, accounting, ICC headquarters on a daily basis.
• Work closely with and provide quality service to internal sales representatives, business unit managers, shipping department and production managers to coordinate timely shipments.
• Provide product information and answer customer inquiries regarding product availability, pricing quotes, shipping dates, or sample requests.
• Actively looks for ways to help co-workers.
• Provides back up support for other customer account specialists when they are out.
• Provides pricing back up for pricing entry into AX, and investigating/entering debits/credits into AX when the Commercial Support Specialist is out.
• Maintains customer name, address, and comment files in database.
• The customer account specialist handles all customer service related duties and carries additional specialized responsibilities as assigned. These may include but are not limited to ERP system activities, ISO management and issue resolution.
• Other duties as needed or as they arise

COMPETENCIES:

In order to perform the essential functions of the job successfully, an individual should be of high integrity, motivated, creative, and a team player who possesses the following competencies:

• Communication - Ability to develop an effective flow of ideas and information that generates understanding and creates a climate to keep others informed. Has appropriate verbal and written skills. Is aware of the specific audience to whom he or she is writing or speaking. Is able to foster cross-communication and show flexibility in communication style. Tactful under pressure.
• Efficiency/quality - Looks for ways to improve and promote quality of work output and demonstrates accuracy and thoroughness. Looks for ways to improve processes or procedures. Identifies priorities, focuses efforts on what makes a difference, and always ensures that timely, cost effective measures are used.
• Initiative - Is unafraid to take the lead on projects or ideas. Capitalizes on opportunities through personal action. Anticipates needs of others and proceeds on own. Tackles issues independently. Willing to accept responsibility. Knows when and how to take action.
• Interpersonal Effectiveness - Builds effective interpersonal and team relationships, and uses interpersonal skills to achieve business objectives. Possesses credibility and shares personal knowledge and experience. Relates and communicates well with employees at all levels; builds rapport; listens, understands and responds to others' concerns. At all times adheres to the Company's Respect and Responsibility Policy.
• Judgment - Willing to participate in making decisions. Exhibits sound and accurate judgment. Is incisive and astute about business situations. Carefully evaluates evidence in making decisions. Sometimes relies on "street sense" in developing solutions. Appropriately uses conventional wisdom. Displays decisiveness without being impetuous.
• Openness - Involves the ability to present oneself with candor and integrity and an uncompromising commitment to the values of fairness and honesty. Has strong self-awareness. Is open to constructive criticism, welcomes the opportunity to learn from the feedback, and establishes a plan of action that will change behaviors to improve performance.
• Organizing - Prioritizes and plans work activities. Uses time efficiently. Develops realistic action plans.
• Problem solving - Gathers and analyzes information skillfully. Identifies and resolves problems in a timely manner. Deals with urgent problems without delay.
• Safety and security - Actively promotes and personally complies with the Company's safety and security procedures. Uses equipment and materials properly. Attends all required training.
• Teamwork - Builds and develops appropriate professional relationships with all levels of the organization. Ability to work collectively with others in a coordinated effort toward a common goal. Has the ability to collaborate and co-operatively work on projects in order to resolve problems,

REQUIREMENTS:

• Prefer an associate’s degree with 1-2 Years of customer service experience.
• Possess a pleasant and professional voice tone, be able to listen carefully and remain calm when under stressful situations.
• Self-confident, ability to accept and respond to challenges in a positive manner that maintains trust and respect.
• Take inquiry calls from customers or clients electronically, or via telephone and respond to the customer promptly regarding products and services.
• Computer skills are a must with knowledge of word, excel and power point, plus familiarity with MSDS software system.
• Must possess excellent interpersonal, verbal and written communication skills,
• Must be well organized, have the ability to multi-task, with a high degree of accuracy, and be a team player.
• Must have high energy, enthusiasm, adaptability, and resilience.
• Self-confident, ability to accept and respond to challenges in a positive manner that maintains trust and respect.
• Ability to work general business hours between 7am and 6pm Monday through Friday. Some weekend work may be required when problems occur or when deadlines must be met.
• Minimal travel is required.

WORKING ENVIRONMENT

• The person performing the duties of this job generally works out of an office environment, shared by co-workers. At times if needed to go into the plant, warehouse, or R & D areas, can potentially be exposed to hazardous chemicals, wet or humid conditions, outdoor weather, noisy environment, and dusty environment if required to check on inventory.
• At times if needed to go into the plant, warehouse, or R & D areas, can potentially be exposed to hazardous chemicals, wet or humid conditions, outdoor weather, noisy environment, and dusty environment if required to check on inventory.

PHYSICAL REQUIREMENTS

• May be required to lift and/or move up to 10 pounds routinely and move or lift up to 40 pounds occasionally.
• Must be able to climb stairs.

COMPETITIVE BENEFITS INCLUDING:

Medical, prescription, dental, vision, bonus potential, matching 401 (k), vacation, paid holidays. Salary will be commensurate with education, training, and background experience.

Resumes with work histories must include salary requirements. Resumes without this information will not be considered. Enter in subject line Customer Account Specialist and email to resumes@doverchem.com.

Please visit our website at www.doverchem.com for more information about the company. No phone calls please. Principals only; no recruiter calls.