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Job Title: Customer Service Representative Billing Specialist

Department: Supply Chain & Logistics

Reports To: Customer Service Manager

Position Summary:

LaMotte Company is looking for a Billing Specialist who is hands-on and works well in a team environment, along with being an excellent team player with a positive attitude. We value collaboration and personal initiative, and we are committed to ensuring employee satisfaction and success. The Billing Specialist will primarily invoice customers after shipments have been processed in multiple facilities. This position is required to help in other areas of Customer Service.

Schedule/Hours:

Monday through Friday, 12 pm to 8:15 pm.

Qualifications/Job Requirements:

High school graduate or GED equivalent.

Excellent communication skills (verbal, written and listening).

Good typing and computer skills.

Previous office experience and experience working with customers, desired.

An aptitude for general sciences desired, but not required.

Duties and Responsibilities:

1. Telephone Responsibility.

Assists in answering and transferring calls when necessary. Answers telephone in courteous, friendly, and professional manner and presents a favorable image of LaMotte in all communications with customers.

Promptly accepts calls transferred, without debate.

Maintains a pleasant tone and positive attitude in dealing with all types of customers.

2. Processes Orders.

Enters mail, fax, and telephone orders via direct order entry.

Sets up new customer accounts and processes orders according to terms available.

Processes orders and follows through with all necessary information on emergency shipments.

Enter credit card orders, obtaining authorization prior to the processing of the order.

Maintains knowledge of computer "know-how." Uses computer to its fullest capacity to obtain information in locating customer accounts, products, inventory stock, etc.

Quotes pricing and availability and obtains estimated shipping cost upon request.

Obtains ship method and cost from shipping personnel, for orders shipping to Canada, Puerto Rico, Hawaii, etc., and quotes excessive charges to customer prior to shipping order.

Emails information as requested.

3. Customer Service Issues

Checks order status upon request.

Tracks lost/damaged shipments with carriers.

Reviews customers’ claims of shortages.

Handles return requests, issuing Return Authorization Numbers and completing return reports.

Fills out complaint forms for any discrepancy or problem reported by our customers.

Listens to and forwards customer viewpoints and can solve problems in promoting customer satisfaction. Completes complaint form whenever customer expresses dissatisfaction.

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4. Maintains Knowledge of Products and Resources Available.

Maintains a catalog/brochure file for easy access when assisting customers.

Uses available resources to search for product specifications, discontinued and replacement products, SDS, instructions, etc.

Maintains knowledge of various markets and products pertaining to each market.

Assist customers in locating information on LaMotte website.

5. Communicates Information to Appropriate Individuals.

Forwards requests from the Pricing Agent and Sales Dept for large quantities or for pricing of products not published.

Communicates and transfers special or unusual requests to the appropriate Sales Rep.

Maintains acceptable communication skills with all co-workers throughout the company, portraying an acceptable image as a representative of Customer Service.

6. Transfers Appropriate Calls to Technical Svc and Software Support Teams.

7. Communicates with Supervisor regarding.

Non-routine and unusual customer problems.

Failure to meet customer commitments.

System impediments or failure within LaMotte.

Individual training requirements.

8. Works in Production or assists in other departments when Customer Service is fully staffed and/or Customer Service Manager acknowledges that the Customer Service workload is light.

Invoice management.

Completes EDI invoicing for the previous day’s shipments on various dashboards.

Scans and attaches material que reports, bill of ladings, and any additional information.

Billing orders.

Performs billing process for small package (UPS and FedEx) shipments from Chestertown facility.

Performs billing process for all uploaded material que reports from EW, CBS, and Newark facility.

Reads and follows instructions on material que reports related to the billing process and handling of paperwork of an order.

Performs other duties relating to but not limited to customer service, technical support, marketing, and literature fulfillment as assigned.

Miscellaneous Duties:

Lean training and lean events such as kaizen or a 5-day event.

5-S program in various departments assigned.

DMAICs. Continuously looks for ways to improve both departments and own individual efficiencies and time management, as well as ways to improve any aspect of the Company’s operations and develops and implements DMAICs accordingly.

Notifies Manager of any production, quality equipment, safety, personnel problems, etc. and cooperates in resolving such issues as well. For example, requests assistance when systems prevent the efficient performance of duties or when a system fails.

Provides Manager with feedback to determine where additional training would benefit and obtains additional training as necessary.

Complies with all Company policies (i.e. personnel, safety, etc.).

Performs other duties as assigned. (Such duties may or may not be essential functions of the job.)

Work Environment/Physical Demands:

Works indoors in a temperature-controlled environment. Primarily sits at desk, talks on telephone, and works on computer; however, walks to and from printers and fax machine, meetings, restroom, etc.; performs 5-S program tasks and responsibilities (see Customer Service’s 5-S program to determine specific physical requirements).

LaMotte is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, disability, military status, genetic information, sexual orientation, or any other legally recognized protected basis under federal, state, or local laws.

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