Sr. Customer Service Representative

Description

As a Senior Customer Experience Representative, you’ll provide support to customers and serve as a subject matter expert on key customer issues. You will play a key role in ensuring exceptional service to our customers across Finished Goods, Rolled Goods and Nonwovens (A-bond) products. Serve as a vital link between our sales, logistics, and finance teams—managing orders, solving problems, and building lasting customer relationships.

Customer Relationship Management

• Partner with the sales & marketing team to support customer accounts and resolve issues quickly and professionally.

• Act as a liaison between retail and commercial customers/distributors and internal teams, to ensure smooth communication and customer satisfaction.

• Serve as a back-up or provide assistance to the Customer Experience Lead when necessary

Order Management & Fulfillment

• Process and monitor customer orders accurately, ensuring timely fulfillment from scheduling through shipping.

• Coordinate credit, planning, shipping, and logistics to meet delivery expectations.

• Provide order updates, delivery details, and status reports with accuracy and great attention to detail as needed.

• Hit agreed upon daily, monthly and annual KPI’s for the individual and department

Issue Resolution & Support

• Handle incoming customer inquiries via phone or email with a solutions-focused mindset.

• Ability to present strong knowledge product and application questions, providing accurate pricing, availability, and other information.

• Investigate complaints and coordinate with the Customer Experience Supervisor to determine root causes and implement corrective actions.

• Resolve billing/payment issues, issue credits, and manage rebate processes as needed.

Documentation & Reporting

• Maintain accurate customer files and order records in all online systems including the CRM

• Assist with document creation and maintaining product support SOP’s

Required Skills & Qualifications

• 2-4 years experience in a customer service or order management role, preferably in manufacturing

• Strong verbal and written communication skills with a customer-first attitude.

• Excellent problem-solving, follow-through, and organizational skills.

• Ability to work collaboratively and/or independently in a fast-paced environment.

• Proficiency with Microsoft Excel, Word, Outlook; ERP and CRM (HubSpot or equivalent) experience preferred.

How we take care of you!

We frequently seek avenues to enhance our total rewards package as we recognize that our associates are a significant asset to our success and the community! All benefits are available to you from day one!

Medical insurance • Flex Spending Account • Dental • Vision • Voluntary Supplemental insurance • Employee Assistance Program • Short-term Disability • Long-term Disability • 401K (100% company match on the first 4% & total company match of 5%) • Employee Referral Bonus

Applicants with disabilities may contact Human Resources via telephone, fax, e-mail, and other means to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Human Resources at [email protected].

Sellars Absorbent Materials is an equal opportunity employer. Sellars Absorbent Materials does not discriminate on the basis of race, religion, color, national origin, gender, age, disability, marital status, sexual orientation or any other characteristic protected under applicable law. All employment decisions are made on the basis of qualifications, merit and business need.