Job Description

POSITION SUMMARY:

Hollingsworth & Vose Customer Operations Representatives are committed to delivering customer satisfaction by playing an integral role in expanding customer relationships and providing specialized customer support to become a trusted liaison between H&V and our customers. Daily tasks include order processing, managing customer requests, and communicating with other roles in the organization to provide customer responses. The Customer Operations Representatives will work in collaboration with internal and external stakeholders to deliver on, and ultimately improve, our customer experience.

DUTIES AND RESPONSIBILITIES:

• Interface with customers, sales, marketing, shippers, forwarders, agents, and credit department with processing orders to obtain information required to resolve specific issues.

• Have a robust understanding of H&V’s system functionality and processes to support customer requests, including but not limited to, order processing, order changes, stocking/consignment programs, order-to-cash, complaint processing, etc.

• Serve as the single point of contact to a defined customer base as assigned

• Communicate customer feedback to appropriate mill personnel, manufacturing, and sales.

• Develop and maintain close working relationships with both internal and external customers.

• Maintain a state of constant communication and collaboration with both Account Management and Manufacturing Operations in order to continuously align customer expectations with internal capabilities

• Advise customer and sales regarding, backorders, inventory discrepancies, quality problems, and late shipments.

• Timely follow-up of orders; obtain frequent status updates from Manufacturing, Scheduling, Shipping, and Credit.

• Collaborate with Accounts Receivable and Account Management to resolve any invoicing/payment inquiries in a timely manner

• Travel to client and H&V sites for continuous training, relationship development and product knowledge

EDUCATION/EXPERIENCE:

• Bachelor’s degree required.

• 3-5 years Customer Service, Supply Chain Management, and/or Sales Experience

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:

• Intermediate/Advanced Microsoft Office Suite skills

• Excellent written and verbal communication skills

• Excellent math skills and high accuracy

• Basic knowledge/use of CRM Tools

CORE COMPETENCY REQUIREMENTS

• Client oriented. Must possess understanding that the primary function is customer’s satisfaction and must be motivated to go beyond normal job responsibilities to achieve.

• Ability to work in a team environment and interact with all levels of management. This includes strong interpersonal and presentation skills.

• Ability to logically organize and accurately document activities.

LEADERSHIP SPECIFIC COMPETENCY REQUIREMENTS

• Strong commitment to take responsibility for actions and outcomes, and to overcome obstacles.

• High comfort level with making data driven decisions and recommending direction to satisfy client requests.

PHYSICAL REQUIREMENTS AND ENVIRONMENTS

• Hybrid work model (60% in office)

• Able to work in shared office space environment

• Possible travel (10-20%).

Hollingsworth & Vose is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

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