Customer Service Specialist I

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Date: Mar 15, 2023

Location: Ann Arbor, MI, US

Company: Wacker Chemie AG



WACKER SILICONES is one of the world’s biggest silicone manufacturers with silicone-based system solutions and over 3,000 different products.
At our Ann Arbor site, we are currently looking for a ​Customer Service Specialist I​ to be a part of our growing team.



Job Responsibilities


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 to offer the best customer satisfaction for business success by managing customer requests and order management, and by maintaining good relationships with customers

Pre Sales

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


  • 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)


  • 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


  • 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




WACKER, as an innovative chemical company, makes a vital contribution toward improving the quality of life around the world by developing intelligent solutions for sustainable growth. Our culture focuses on building and retaining diverse and inclusive teams. WACKER offers a great work environment, professional development, challenging careers, competitive benefit offerings and beyond through giving back to our communities.


Be part of our WACKER family, across all nations!


We are looking forward to your online application at
Reference Code: 23905 



The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. A minimum requirement for this US-based position is the ability to work legally in the United States on a permanent unrestricted basis.  Visa sponsorship is not available for this position, including for any type of US permanent residency (e.g., for a Green card).


WACKER is proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

Nearest Major Market: Ann Arbor
Nearest Secondary Market: Detroit