Unifrax CUSTOMER SERVICE REP in Buffalo, New York
Unifrax has an exciting opportunity for a Customer Service Representative to join our Customer Service Center of Excellence team! This is a new position added to the company due to growth and acquisitions. The Customer Service team has a great reputation within our business and is excited to add another professional to the group. If you have strong oral and written communication skills and enjoy building rapport and relationships, apply today!
The work hours for this role are Monday-Friday 8 AM to 5 PM ET. Customer Service Representatives are currently working from home due to COVID-19. Once our Corporate Headquarters in Tonawanda, NY has safely re-opened, this position will be expected to be based in the office at least 3 days a week.
The Customer Service Representative acts as the liaison between external customers, Sales Engineers, internal warehouses & manufacturing groups. The CSR is responsible for the customer and distributor orders for our US and worldwide locations. The CSR will process new orders, monitor and maintain existing orders, and general customer maintenance administrative duties. The CSR must resolve problem areas expeditiously and is responsible for providing a prompt and professional level of customer service.Responsibilities:Review, process and maintain routine and expedited customer orders. Orders received via email, phone or fax. Coding of orders with product part numbers and verifying pricing details.Process stock transfer orders and credit card payments.Update customer account files with customer information & order processing instructions when necessary.Schedule and coordinate TL and LTL orders with internal shipping facility.Provide customer quotes for pricing and availability.Maintain a high level of customer service as reflected by a low number of customer complaints.Work closely with Production Control, Purchasing, and Shipping to ensure our customers’ needs are being met.Review customer order acknowledgments as well as process changes to existing customer orders through IntelliChief.Identify and resolve discrepancies with customers and plants by using the Inventory Confirmation Database and Corrective Action Request Database.Enter various requests on behalf of customer or Sales Engineer including but not limited to credit requests, debit request, new part number requests, and corrective action requests.Report review and maintenance (i.e. backlog report & allocation reports)Assist the Order and Systems Clerks as needed.Will also need to apply a basic knowledge of Canada and Mexican customs and regulation knowledge to the customer order processes.Will need to have basic knowledge of export order processing including ocean and air export shipment regulations and familiarity with NAFTA and other free trade agreementsQualifications:High School Diploma required. Associate's or Bachelor's degree in relevant field preferredA minimum of 2-5 years of customer service experience in an office setting is required. Manufacturing company experience preferredPreferred working knowledge of US trade compliance including import and export compliance, ITAR, NAFTA, Other free trade agreements, Made in the USA rules, Harmonized tariff rulesMust have excellent organizational and communication skills and strong detail orientationCapable of handling multiple priorities and adapting to change with easeWilling to take on additional tasks and work effectively on a teamProficiency in Microsoft Word and Excel required, knowledge of Lotus Notes, AS400/PRMS, SYSPRO ERP and Intellichief preferredExperience with Canada and Mexico customs and regulations preferredAbility to rotate with other CSR's to provide holiday coverage
At Unifrax, we provide innovative solutions to our customers' application problems across several different industries. Our engineers work with a team of research and development specialists to create high performance specialty fibers and inorganic materials used in high-temperature industrial, automotive and fire protection applications designed with the ultimate goal of saving energy, reducing pollution, and improving fire safety for people, buildings and equipment. Since 1942, Unifrax products and materials have been providing solutions to our Distributors and customers to solve their application challenges. Our products are known universally for their quality and proven performance with names like Fiberfrax® ceramic fiber products, revolutionary low bio-persistent Insulfrax® and Isofrax® alkaline earth silicate fiber products, PC-Max® and Ecoflex® Support Mats for emission control products, FyreWrap® Fire Protection Systems, and Specialty Glass microfibers products used in high efficiency filtration media by nonwovens producers.