Customer Service Specialist - Astro Chemical Company : Job Details

POSITION DESCRIPTION:

The Customer Service position serves as the primary point of contact for customers, managing the entire order fulfillment process from initial inquiry through product delivery. This role requires a strong customer focus, effective communication skills, and collaboration across various internal departments. We are looking for candidates who not only excel in their roles but also actively seek opportunities to enhance the customer experience.

RESPONSIBILITIES (Include, but are not limited to):

• Customer Engagement: Act as the main liaison with customers, handling inquiries related to product information, order status, returns, shipping damage, and customer feedback.
• Order Management: Process and manage customer orders, ensuring accuracy, efficiency, and timely fulfillment while maintaining clear communication with relevant departments.
• Problem Resolution: Collaborate with internal departments to resolve issues related to order fulfillment, product quality, and complex orders.
• Customer Account Management: Update customer accounts with relevant information, track open order status to proactively report changes, and cooperate with business development to share new products and market opportunities.
• Documentation & Reporting: Maintain accurate records of customer interactions, complaints, and service-related issues.

REQUIRED QUALIFICATIONS:

• Experience: 3-5 years in a customer service role, including order entry and customer account management, preferably in a variable-paced product manufacturing environment.
• Technical Proficiency: Demonstrated ability to understand and use software systems. Preferred experience with ERP (e.g., SAGE) and CRM (e.g., Sugar) software.
• Communication & Collaboration: Strong verbal and written communication skills, with the ability to build positive relationships with internal and external stakeholders.
• Detail-Oriented & Organized: Exceptional attention to detail, with strong organizational and multitasking abilities.
• Problem-Solving Mindset: Ability to troubleshoot and resolve issues promptly and effectively.
• Work Ethic & Professionalism: Reliable, punctual, and committed to maintaining a neat and professional workspace.

WORK ENVIRONMENT: This is an in-office role, as we believe the Customer Service team performs most effectively in a collaborative office environment. Most communication is via email, with regular daily phone interactions.

COMPANY OVERVIEW:

Founded in 1959, Astro Chemical is a small, established manufacturer with a long track record and a global customer base. Our specialized products include coatings, adhesives, and potting/encapsulation systems used in electrical, composite, and general industrial applications. While proud of our legacy, we are passionate about expanding our reach and innovating for the future. Join a company that's both rooted in tradition and looking toward growth.

APPLICATION INSTRUCTIONS:

To apply, please submit a cover letter, resume, and references. Applications missing any of these components will not be considered. Starting salary will be commensurate with experience and qualifications.

BENEFITS:

• Individual medical insurance (100% employer funded)
• 401k retirement plan (15% employer contribution)
• Medical expense reimbursement ($1,000/year out-of-pocket expenses)
• Paid time off

Astro Chemical Company, Inc. is an Equal Opportunity Employer. Astro Chemical Company, Inc. does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin, or any other basis prohibited by applicable law.