Customer Service Representative I in Champaign, Illinois at Hudson Technologies Inc

Position Overview

Our Customer Service Representatives are an integral part of the Hudson team building relationships with customers, helping our sales team maximize business and ensuring customer satisfaction, retention and growth through exceptional service and attention to detail. The Customer Service Representative reports to the Customer Service Manager.

Roles and Responsibilities

• Actively problem solve and identify creative solutions to effectively answer internal and external customer questions, provide guidance, and resolve issues both promptly and thoroughly
• Establish relationships and engage with customers in a professional manner
• Effectively communicate with both internal and external customers by adjusting your communication style to your audience
• Keep organized records of all conversations in our call center database in a comprehensible manner
• Be a liaison between operations, sales, finance, and the customer ensuring timely communication and facilitating understanding by all parties
• Support customers through typing, phone, and computer skills by navigating the internet and website, multiple browsers, e-mail, CRM, and other platforms
• Review incoming customer requests for accuracy, enter orders into order management system
• Schedule shipments (outbound deliveries and inbound returns) utilizing logistics system, coordinating shipping documents, paperwork, and DOT requirements
• Reconcile refrigerant buyback results and inform customer of final totals and resulting buyback credits
• Coordinate with Accounts Payable team to ensure customers is paid in a timely manner, and coordinate with Accounts Receivable on customer balances owed
• Follow detailed verbal and written instructions
• 10% Travel Requirement

Required Skills:

• Excellent written and verbal communication skills
• Solution-minded professional with a drive to deliver value to our customers
• Ability to build and maintain good relationships with customers
• Ability to work in a fast paced, ever-changing environment, able to prioritize tasks and manage time effectively

Required Education and Experience

• Associate degree or equivalent work experience (Bachelor’s Degree preferred)
• 1-3 years customer service experience in a manufacturing/industrial company preferred
• Experience with Word and Excel, CRM systems and order management systems

Supervisory responsibilities (Yes or No)

No

Work environment (Office, Plant, Remote)

Office

Physical demands

Sedentary office work, including prolonged periods of sitting, intensive computer use, and frequent written and verbal communication, with occasional light lifting of up to 15 pounds.

Work authorization/security clearance requirements

Not eligible for visa sponsorship