Customer Service Representative

Customer Service Representative 

Position Type: Full Time

Location: Falls Church, VA

Position Summary: 

The position is responsible for providing customer service assistance to companies registered and companies interested in registering with CHEMTREC, as well as identifying the needs of the customers and routing requests to the appropriate CHEMTREC team. The position is also responsible for processing and addressing requests regarding Safety Data Sheets (SDS) for CHEMTREC customers. The position reports directly to the Manager, Customer Service.

Major Duties and Responsibilities: 

• Answers incoming customer and prospect telephone calls, fulfills electronic requests, responds to customer inquiries and provides requested/applicable documents and reports.
• Assesses the needs of incoming requests, via phone and email, and routes requests to the appropriate CHEMTREC staff/team.
• Provides customer service support relating to registration procedures, SDS submission guidelines, product pricing, payment status and general account status information.
• Indexes electronic SDS using SharePoint.
• Manages internal and external customer SDS sites, stand-alone CDs, and other proprietary systems for SDS access (e.g. site-to-site virtual private networks (VPNs), security tokens), as well as drafts and updates special instructions, testing sites and CDs, and maintains a central repository of relevant data.
• Maintains and updates customer account information within the Customer Relationship Management (CRM) utility.
• Prepares, logs, and indexes paper documents using scanning software.
• Assesses, tracks, and resolves incomplete case tickets from the CHEMTREC Operations Center.
• Builds and maintains effective working relationships with appropriate internal staff resources and external contacts, including, customers, vendors, business partners, prospects, emergency response community, and agencies.
• Performs other related duties, as assigned.
  
   

Qualifications/Requirements: 

• Bachelor’s degree in a relevant field or two years progressive work experience.
• Ability to manage and prioritize multiple projects and tasks, with minimal supervision, exercise sound judgment.
• Demonstrated ability to work independently on a variety of complex matters simultaneously while also working in a team environment.
• Strong written and oral communication skills as well the ability to listen and communicate with both technical and non-technical customers effectively and provide appropriate solutions.
• Working knowledge of Microsoft Dynamics CRM, SharePoint and Office software (including Outlook, Word, Excel, and PowerPoint).
• Ability to work flexible hours.
   

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