Customer Service Representative

Gelest, Inc., part of the Mitsubishi Chemical, is hiring a Customer Service Representative to join our expanding team.

The Customer Service Representative will be responsible for acting as a liaison between Gelest and its customers. This includes interacting with customers and giving information in response to inquiries about accounts, products, complaints, orders, errors, account questions, billing, cancellations, and other queries. The Customer Service Representative also receives and processes orders, provides information concerning pricing, changes in service, inventory status, and shipping.

Responsibilities:

• Communication with internal and external customers via phone, email, instant messaging, etc.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Opens customer accounts by recording and verifying account information.
• Place or cancel orders from direct customers, distributors and agents.
• Maintains customer records by updating account information.
• Resolves product issues (customer complaints) by clarifying the customer's complaint and assisting with determining the cause of the problem. Refers complaints of product or service failure to appropriate department(s) for investigation.
• Prepares product or service quotes by collecting and analyzing customer information.
• Compile/provide reports on overall customer satisfaction.
• Handle changes in policies or renewals.
• Work with customer service team to ensure proper customer service is being delivered.
• Other duties may be assigned including answering phone calls, assisting in the management of the group inbox, updating analytical system, processing back orders, processing eCommerce orders for direct customers and distributors, etc.

Gelest, offers a rewarding career with a competitive salary and comprehensive benefits package including:

• Vacation and Sick Leave.
• Medical, Dental, Vision, Accident and Critical Illness plans for employee and family.
• 401k with a 50% company match
• Company paid Life Insurance, Short-Term Disability and Long-Term Disability.
• Tuition and Student Loan Assistance
• Annual Bonus

• This is a hybrid position based at the Glen Rock, PA office. Successful candidate should expect to be on-site 3 days per week.

Qualifications:

• Minimum High School Diploma. Some college or Associates degree is preferred.
• Customer service experience, preferred. Relevant industry experience helpful.
• Strong verbal and written communication skills in order to work with customers and troubleshoot problems with customer orders.
• Proficient knowledge of typical software packages and systems (ERP, MS Office).
• Must be able to interact on a personal level with all facets of customer’s organization – including technical and purchasing staff. Candidate should possess communication skills consistent with requirements for a professional presentation of Gelest Inc. and its associated businesses, technologies, and customers.
• Ability to build rapport with internal and external customers.
• Speak clearly, courteously and persuasively in positive or negative situations. and the aptitude to diffuse negative customer situations.
• Strong time-management skills; ability to multi-task and manage competing priorities effectively.
• Attention to detail, professional demeanor, computer familiarity, and ability to modify tasks to improve customer satisfaction.
• Use intuition, judgement, and experience to complement data.
• Excellent organizational skills.
• Ability to work independently, as well as in a team environment.
• Foreign Language skills are a plus.