Customer Service Specialist

Work Your Magic with us! Start your next chapter and join EMD Electronics.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

Everything we do in EMD Electronics is to help us deliver on our purpose of being the company behind the companies, advancing digital living. We are dedicated to being the trusted supplier of high-tech materials, services and specialty chemicals for the electronics, automotive and cosmetics industries. We foster a global collaborative organization made up of individuals who have the passion to win, obsess about the customer, are relentlessly curious and act with urgency. Together, we push the boundaries of science to make more possible for our customers.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.
 

Your Role:

We have an exciting opportunity for a Customer Service Representative to join our dynamic Customer Service Team within the Surface Solutions business. In this role, you will be instrumental in ensuring customer satisfaction by effectively managing customer needs and facilitating the order fulfillment process. Your key responsibilities will involve processing customer orders, credits, and returns within SAP, collaborating with internal teams to ensure timely product availability, and addressing customer inquiries and issues. Specific responsibilities include:

• Manage and process customer orders, credit requests, and return requests accurately and efficiently within the SAP system
• Collaborate effectively with Sales, Supply Chain, and Warehousing departments to ensure product availability and timely shipment according to customer commitments
• Initiate and manage complaint documentation in Salesforce, ensuring proper review and approval for returns and credits
• Provide necessary documentation to customers upon request, including Certificates of Analysis (COA), Corrective and Preventive Actions (CAPA), Root Cause Analysis (RCA), Safety Data Sheets (SDS), and Technical Data Sheets (TDS)
• Independently resolve customer-related issues, demonstrating strong problem-solving skills and a proactive approach
• Communicate effectively and professionally with Sales Representatives to ensure alignment on customer communication and issue resolution
• Manage workload effectively, prioritizing tasks from various order channels (e-mail, fax, EDI)
• Understand and adhere to business processes and procedures to meet quality objectives and facilitate efficient issue resolution

Minimum Qualifications:

• High school diploma or GED
• 2 + years of experience in a customer-facing role within customer service, sales support, manufacturing, or supply chain
• 1 + years proficient in using corporate systems such as SAP, Salesforce, and Microsoft Office Suite (Word, Excel, PowerPoint, Teams)

Preferred Qualifications:

• Experience in managing customer relationships within a customer service organization
• Strong analytical and problem-solving abilities to effectively address customer issues
• Ability to grasp complex concepts and execute instructions with precision and attention to detail
• Understanding of order-to-cash processes, including order entry and delivery creation (changes, expediting, tracking)
• Familiarity with Customer Master Data Maintenance (CMIR) within SAP
• Experience generating and analyzing sales or open order reports from SAP to identify and address potential delays
• Working knowledge of Customer Relationship Management (CRM) systems, such as Saleforce
• Understanding of multicultural organizational dynamics, diversity, and international business practices

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
 
Apply now and become a part of our diverse team!

If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.emdgroup.com/en/company/press-positions.html