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RINCHEM - Customer Service Specialist
Job Summary:Builds and maintains a strong relationship with customer, vendors, and suppliers. Acts as a champion with customer issues and concerns, is the CSC expert on product, inventory and escalation issues.
Primary Responsibilities of the Job: Other customer critical tasks assigned as needed * Serves as a single point of contact for assigned customer interactions and ad hoc troubleshooting that may arise from routine business operations * Serves as the main contact when a customer has a request that is considered outside of the routine * Performs order entry into the Chem-Star WMSand/or customer system(s) of record * Initiates and receives telephone and email communication with customers * Creates necessary ad hoc presentations for customer meetings * Escalates and communicates with customers as needed or requested * Participates in customer meetings * Provides assistance with customer audits * Manages customer purchase orders * Researches escalated issues and communicates back with customer in a timely manner * Researches customer complaints and or escalations related to Rinchem s NCR / CAPA documented problem solving process * Notifies customer of products placed on hold, expired or rejected status in the Chem-Star WMS * Acts as liason with customers that are visiting the service center * Researches customer questions and inquiries and reports findings in an agreed upon, timely manner * Coordinates with customers to have new products entered into Rinchem s systems of record * Manages critical delivery items (same-day / hot-rush) as defined by customer * Trains backup [or 2-in-a-box] to perform all functions for their assigned responsibilities * Other duties as assigned