This is Us:

You know us. You just didn’t know it. WACKER is a global chemical manufacturer that prides itself on “Creating Tomorrow’s Solutions”. WACKER materials are so versatile and adaptable, they have virtually unlimited applications just about anywhere imaginable, making WACKER an integral part of daily life. Whether it’s protecting buildings from the elements, a tube of toothpaste, a cell phone, airbags, or cosmetics, people from all over the world come into contact each day with our products and achievements. We are looking for capable, innovative, and enthusiastic achievers to join our team and grow with us. We are currently seeking a Customer Service Representative at the site in Ann Arbor, MI.

What you will do:

The Customer Service Representative (CSR) is part of the “sales team” working with Sales Managers, Supply Chain, Logistics, Credit, and various functions within the Business Teams.

This position is responsible for offering the best customer satisfaction for business success by managing customer requests and order management, and by maintaining good relationships with customers

Pre-Sale.

• Assist Credit Department and Sales Managers in setting up new accounts in SMART and SAP
• Maintain Customer master data

Sales:

• Order acceptance and entry: domestic and import (indent)
• Order change management
• Monitoring of open orders and working in conjunction with Supply Chain and Logistics in exception management of order fulfillment (sales order-material-delivery) including proactive communication to customers
• Order delivery tracking as needed
• Exception management as required:  Manage customer inventory (VMI) and review customer electronic portals

After Sales:

• Complaint entry and closure of assigned tasks
• Organize returns
• Credit-/debit request entry in SAP (indent only)

E-Business:

• Assist E-Business manager in evaluating potential E-Business customers
• Support customers in implementation
• Assist E-Business Team with exception management

Customer Support:

• Manage customer requests
• Maintain good relationships with customers
• Monitor order patterns
• Visit Customers with Sales Managers
• Proactively communicate order status/delays incl. "courtesy" calls

Sales Manager / Key Account Manager Support:

• Communicate regularly with Sales/Key Account Managers (exchange information and assist each other in support of customer)
• Visit customers with Sales/Key Account Managers as required

Special tasks and other responsibilities:

• Key User (SAP R/3 SD, SMART, IT)
• Distributor support
• Reconciliation of consignment inventory in coordination with Logistics and  with Sales Managers
• Backup for absent CSR colleagues
• Other administrative activities e.g. filing, archiving
• Communication interfaces
• Training and meetings

Job Requirements:

• Associates degree required, Bachelor’s degree preferred
• Minimum 4 years’ customer service experience
• Must have knowledge of SAP software and/or similar workplace application programs (Oracle)
• Basic knowledge of logistical processes
• Excellent computer skills: Microsoft Office
• Customer- and Service- oriented
• Excellent communication skills, both written and oral
• Ability to deal with conflicts
• Ability to work under pressure
• Excellent time management and organizational skills

• Compensation and Incentive plans
• Medical, Dental, and Vision Insurance effective day 1
• Paid Time Off in addition to personal days and holidays
• Paid parental leave
• Wellbeing fund
• Flexible hybrid work arrangements
• 401(k) with company match
• Education Assistance Program
• Career development and advancement opportunities
• Support for Community Involvement