Customer Service Representative

Graymont is a trusted global leader in essential calcium-based solutions, and they are seeking a Customer Service Representative to ensure exceptional customer experiences. The role involves supporting customer relationships, processing orders accurately, and coordinating with internal teams to ensure timely delivery while addressing customer concerns and contributing to service improvements.

Responsibilities:

• Customer Engagement: Act as the primary contact for customers, ensuring strong relationships and responsive support
• Cross-Functional Communication: Coordinate between customers, sales, invoicing, plant operations, and logistics to ensure smooth information flow
• Issue Resolution: Handle inquiries and complaints promptly, identify recurring issues, and support continuous service improvement
• Customer Insights: Gather and share customer feedback to enhance service and satisfaction
• Operational Support: Help maintain SOPs, KPIs, and assist in training and supporting other team members
• Coordinate communication between customers and internal teams (sales, invoicing, operations, logistics)
• Address inquiries and complaints efficiently, escalating recurring issues for long-term resolution
• Gather and relay customer feedback to improve service quality and customer experience
• Support maintenance of SOPs, KPIs, and assist in onboarding or guiding other team members as needed
• Communicate customer and order trends to support accurate volume forecasting and business planning
• Contribute to S&OP meetings, offering insights to improve demand and supply alignment
• Support contingency planning by identifying supply alternatives during outages or plant disruptions
• Assist the commercial team as needed
• Coordinate customer-specific projects
• Maintain accurate customer master data

Requirements:

• Associate degree or diploma in Business, Logistics, or related field
• Ability to travel 5–10% within North America; must reside within a reasonable distance from an airport
• Willingness to work occasional after-hours, weekends, and holidays as needed
• Customer Focus: You prioritize understanding and meeting customer needs, delivering solutions that exceed expectations and build lasting satisfaction
• Problem Solving: You tackle complex challenges with practical, creative solutions, using experience and intuition to assess feasibility
• Effective Communicator: You are an active listener who can communicate effectively with different audiences in diverse situations
• Teamwork: You thrive in a multi-disciplinary team environment and believe that we can get further, faster by working together
• Effective Time-Management: You effectively prioritize tasks and manage your time to ensure deadlines are met
• 3-5 years in Customer Service, Sales Support, Logistics Coordination, or similar roles preferred
• Experience with ERP systems (JD Edwards, SAP, etc.) and TMS platforms preferred
• Familiarity with Salesforce or other CRM tools is a plus
• Exposure to business intelligence tools like Cognos is advantageous