Senior Customer Service Representative (Bilingual French preferred)

What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common?

Ellsworth Adhesives specs in materials in each of those products!

Ellsworth Corporation, a global, industry leading distributor of specialty chemicals and equipment and adhesive manufacturer currently has a Senior Customer Service Representative opportunity open. This role reports into our Specialty Chemical Distribution (SCD) Division located in Stoney Creek, ON.

Want to continue to grow your career? This is an exciting time to be a part of Ellsworth, come join our team!

Ellsworth Corporation is a family-run company that has had continuous growth for over 50 years. We are an industry-leading global distributor, manufacturer, and packager of adhesives used by cell phone, medical device, space/aerospace, and electric vehicle industries!

You will drive the customer experience. Process incoming transactional customer requests with a strong sense of urgency/accountability. Independently resolves customer issues using advanced product knowledge and cross-department collaboration. Execute department support of specialized processes.

RESPONSIBILITIES

• Processes incoming requests via chat, phone, web, Customer Relationship Management System (CRM), and Electronic Data Interchange (EDI) for orders, quotes, product inquiries, expedites, & Return Material Authorizations (RMA’s) proficiently without regular assistance.
• Works with internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit, in order to provide customer updates.
• Follows detailed contract review/customer requirements/audit guidelines on order entry.
• Executes customer sample requests and processes order updates and changes.
• Fields questions and partners with outside sales team and handles standard customer escalations, autonomously with first contact resolution when possible.
• Proactively identifies potential breakdowns in the customer experience and gets ahead of customer issues, including customer shelf-life request discrepancies.
• Demonstrates subject matter expertise (SME) in many topics and is expected to contribute to training material/initiatives/topics or conduct training in the department.
• Acts as escalation point for junior level associates in the department.
• Handles complex customer inquiries/conflicts with no assistance.
• Demonstrates an SME level in vendor, system and/or customer knowledge.

QUALIFICATIONS

• 5+ years of professional customer service experience.
• High School diploma or equivalency required. Associate’s degree preferred.
• Bilingual French preferred.
• Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minute.
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems.
• Basic to intermediate Excel skills preferred.
• Experience with Enterprise Resource Planning (ERP) and CRM platforms such as Microsoft Dynamics preferred.
• Experience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferred.
• Prior experience in chemical adhesives and/or shelf-life products preferred and demonstrated technical aptitude preferred.
• Strong attention to detail, as well as polished communication/interpersonal skills, and strong organizational skills.
• Consistently demonstrates approachability with team members and is team oriented.
• Leads by example.
• Autonomously takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.