Customer Service Representative

About TRI-K

Since 1974, TRI-K Industries, Inc. has been a leading manufacturer of specialty ingredients, bringing innovative concepts and products to life for the cosmetics industry. TRI-K strives to keep ahead of the curve with a specialization in cosmetic proteins and multi-functional peptides, natural actives, preservatives, and mild surfactants. TRI-K is a member of the Galaxy Group, with sales offices, manufacturing facilities and partners around the world. At TRI-K, we combine an awareness of consumer trends with innovative technologies to maintain our superior offering in the industry. Our in-house development team is constantly pioneering the discovery of new materials, resulting in enhanced consumer benefits. TRI-K Industries is a wonderful place to start your career with opportunities to learn and grow.

Role Purpose: Process incoming customer orders/sample orders, prepare freight quotes, address inquiries, follow up on shipments and orders, follow up on prepayments and assist with problem resolution. Supports Sales, Accounting, and other departments in achieving superior customer satisfaction for maximum growth.

Position Reports to: Supervisor of Customer Engagement

Positions Reporting to this Position: none

Role Objectives:

• Receives and processes sales orders and sample orders received by telephone, fax, mail, or electronic services in an efficient and expedient manner
• Prepares, forwards, and retains order acknowledgements
• Enters and maintains customer information and “special pricing” database
• Route orders via customer’s preferred method, direct routing, indirect routing, portal entry etc.
• Invoice shipments and send shipping documents to the customer in a timely manner.
• Process credit card payments
• Responds to general inquiries from management, customers, and sales representatives related to orders, products, literature, shipping and delivery, pricing, availability, packaging, and ETA’s
• Works closely with sales representatives to be proactive in meeting customer needs and keeping them informed of all activities associated with their accounts
• Collaborates closely with Supply Chain, Manufacturing and Accounting to ensure seamless execution of on time order fulfillment
• Adheres to departmental service level agreements and responds to customers within 24 hours
• Recommends additional sales to meet minimum orders or identifies opportunities to offer alternate sizes when applicable.
• Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, delivery dates
• Assists shipping with efforts to maintain quality service by maintaining updated shipping and packaging requirements
• Prepares and runs KPI reports and performs special projects as requested
• Supports team members and serves as back up to absorb workload of other team members when they are out
• Researches and responds to customer complaints in accordance with our CAPA policy and procedures.
• Assists in quarterly and annual audits
• Writes and maintains SOP’s pertaining to specific job duties

Requirements:

To perform the job successfully, an individual should demonstrate the following competencies:

• Demonstrates attention to detail
• Identifies and resolves problems in a timely manner
• Maintains confidentiality
• Writes clearly and informatively
• Understands business implications of decisions
• Completes tasks correctly and on time
• Shows adaptability by changing approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Shows judgment and planning ability by using time efficiently
• Reacts well under pressure
• Demonstrates accuracy and thoroughness
• Maintains a pleasant, professional demeanor when dealing with customers

Qualifications:

• High School Diploma or equivalent; Associate’s Degree preferred
• Two years related experience or relevant training
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages.
• Microsoft Office (Excel, Work, Power Point, and Teams) and working knowledge of Navision, SAP or equivalent MRP systems a plus.

We offer a competitive compensation package including:

• Medical

• Dental

• 401 (K)

• Vision

• Paid Time Off

• Life Insurance

• In addition to other programs and plans

TRI-K Industries is an equal opportunity employer and we celebrate and value diversity in our workforce. Hiring decisions are based on qualifications, merit, and business needs.