Objective / Purpose

The Customer Service Representative & Sample Coordinator plays a dual role in supporting customer satisfaction and product trial processes. This position serves as a key liaison between customers, sales, technical teams, and internal operations by managing product sample requests, coordinating timely shipments, and delivering exceptional customer service.

In this role, the individual is responsible for receiving and processing customer orders and inquiries, while also overseeing the handling, documentation, and shipping of chemical product samples. The position requires strong communication skills, attention to detail, and an understanding of logistics and compliance regulations. The ideal candidate is proactive, organized, and able to manage multiple priorities in a fast-paced environment.

Areas of Responsibility / Tasks

Performance must reflect an appropriate level of expertise and achievement of the desired results for the items listed below.

• Independently manage domestic and/or international customer accounts – each customer service rep is assigned specific accounts that they are responsible for overseeing and influencing for optimal satisfaction
• Accurately and efficiently enter customer orders into the ERP and receive and process all incoming sample requests from the sales, customer service, or technical teams through the CRM system
• Communicate with internal and external customers regarding order and sample status making sure the customer has the most up to date information
• Build strong relationships with key purchasing personnel to have a distinct understanding of their needs. Use that unique understanding to critically assess orders for accuracy and consistency
• Manages the order process flow from receipt of order to delivery ensuring all steps are completed with accuracy and timeliness
• Exhibits tact, patience, and diplomacy while wading through complex problems
• Oversees pricing precision and communicates closely with the pricing personnel to insure accurate invoicing
• Coordinate with the Vendor or supplier to source, package, and label chemical samples.
• Generate and maintain documentation such as Safety Data Sheets (SDS), Certificates of Analysis (COA), USMCAs, Packing Slips, BOLs, and sample tracking logs.
• Work closely with the logistics/shipping team to arrange prompt and compliant customer delivery.

Competencies; Knowledge, Skills, Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.

1. Excellent written and oral communication skills
2. Ability to create, enhance, and maintain customer relationships
3. Handles fast paced and stressful situations well
4. Exceptional customer service skills
5. Self-motivated with the ability to work accurately and efficiently
6. Maintain organization amongst a process flow with moving pieces
7. Skilled in investigating issues and formulating creative solutions

Minimum Qualifications/ Education / Experience / Certifications

1. Education:
1. High School diploma required
2. Bachelor's degree or related training equivalent preferred
2. Experience:
1. Minimum of 5 years of relevant work experience in similar title and scope of responsibility – preferred
3. Systems Experience:
1. SOP Software
2. Microsoft suite: Outlook, Excel, Teams, SharePoint, PowerPoint, CRM
4. Language:
1. Bilingual candidates desired